Emergency RelieI Handbook

^ 0ulde fcr Lmergenoy Rellef wcrkers 3rd Ldltlcn

A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
The Lmergenoy Rellef Handbcck
^ 0ulde fcr Lmergenoy Rellef wcrkers (3rd Ldltlcn)
Ccpyrlght ^ustrallan Ccunoll cf Scolal Servloe lno. 2003 (^C0SS)
lubllshed by ^C0SS and avallable frcm ^C0SS
AC055, Lecked Bag 4???, 5trawberry R|||s N5W 2012
Ph: 02 9310 4844
Fax: 02 9310 4822
ema||: acessacess.erg.au
htt://www.acess.erg.au
lrcduoed by the ^ustrallan Ccunoll cf Scolal
Servloe, wlth fnanolal asslstanoe frcm
Centrellnk and suppcrt frcm the Ccmmcnwealth
Department cf Famlly and Ccmmunlty Servloes.
Thls wcrk ls ocpyrlght. ^part frcm any use as
permltted under the Ccpyrlght ^ot, 1968, nc
part may be reprcduoed by any prcoess
wlthcut wrltten permlsslcn frcm ^C0SS.
Ldlted by vlokl wagner
Laycut by ^rtrlx
Natlcnal Llbrary cf ^ustralla
Catalcgulnglnlublloatlcn lnfcrmatlcn:
The Lmergenoy Rellef Handbcck: ^ 0ulde
fcr Lmergenoy Rellef wcrkers Rev. ed.

B|b||egrahy
lSBN 0 85871 434 5
1.Charltles ^ustralla Handbccks, manuals,
eto. 2. lubllo welfare ^ustralla Handbcck,
manuals, eto. 3. Dlsaster rellef ^ustralla
Handbccks, manuals, eto. 4. ^sslstanoe ln
emergenoles ^ustralla Handbccks,
manuals, eto. l. ^ustrallan Ccunoll cf Scolal
Servloe.
Dewey Deolmal Nc. 361.994
|sc|a|mer
^ll effcrt has been made tc ensure that
lnfcrmatlcn ln thls Lmergenoy Rellef Handbcck
ls aoourate and up tc date. ^t the same tlme,
^C0SS oannct take respcnslblllty fcr the way
ycu use materlal ln thls manual. Ycu shculd
oheok lnfcrmatlcn tc make sure lt ls ocrreot
befcre taklng aotlcn whloh oculd lead tc legal
prcblems. lf ycu are ln any dcubt, ycu shculd
seek ocmpetent advloe cn lssues whloh oculd
harm ycu, ycur crganlsatlcn, lts members,
ocnsumers, wcrkers cr the ocmmunlty ln
general.
C
c
t
e
n
t
s
i Acknowledgments
ll Terms and defnltlcns
lll lntrcduotlcn
lv____ Hcw tc use thls Handbcck
v ____ what`s new ln thls edltlcn?
1 Part 1: 0eneral InIormation
2 what ls LR?
2____ why dc pecple need LR?
5____ ^ttltudes and apprcaohes tc pcverty
7____ whc prcvldes LR?
7____ Fundlng
8____ Types cf LR
8____ whc Uses LR
9____ State ^dvlscry Ccmmlttees
10 __ lssues fcr servloes
11 Part 2: A 0uide Ior Workers
and Volunteers
12 0rlentatlcn
12 __ ^n cvervlew cf hcw ycur agenoy wcrks
13 __ Orientaticn: Training Fxercise
13 __ Tralnlng
14 __ Ycur crganlsatlcn`s LR pclloles and
prcoedures
16 0uldlng prlnolples and standards
16 __ why standards?
18 __ Va|ues and attitudes: Training Fxercise
20 __ Understandlng ycur ollent`s rlghts
20 The rcle cf the LR wcrker
22 __ C|ients, FF Wcrkers and Fmpathy:
Training Fxercise
23 __ lrlvaoy
28 __ ^ssesslng Cllents
29 __ C|ient /ssessment |: Training Fxercise
30 __ Discriminaticn: Training Fxercise
31 __ LR and Dlverslty ln Ccmmunlty
34 __ Wcrking with |ndigencus and cther c|ients:
Training exercises
35 __ ^sslstlng ncnLngllsh speaklng ollents
37 __ ^sslstlng pecple wlth ocmmunloatlcn
dlsabllltles
38 __ lntervlews
41 __ |nterviews: Training Fxercise
47 __ C|ient /ssessment ||: Training Fxercises
48 __ where dces LR start and end?
52 __ Feferra| |: Training Fxercise
54 __ Hcme vlslts
56 __ Netwcrklng fcr wcrkers
58 __ Referrals
60 __ Feferra|s ||: Training Fxercise
62 __ ^dvcoaoy by wcrkers
64 Reoeptlcn staff
66 Reglcnal and remcte prcvlders cf LR
67 Safety lssues and dlffoult lntervlews
71 __ Staff meetlngs
?3 Part 3: A 0uide Ior Managers
74 ^genoy lclloles
74 __ lhllcscphy
75 __ lclloles
77 __ 1. Cllents` rlghts
81 __ 2. ^genoy respcnslbllltles
87 __ 3. LR lclloy
100 _ 4. Mcdel cf servloe
106 _ 5. Deslgn lssues
109 _ 6. ^dvcoaoy
110 _ 7. lerscnnel lssues
116 _ 8. Tralnlng
119 _ 9. Revlewlng ycur servloes
123 Part 4: Resource InIormation
124 The Ccmmcnwealth Lmergenoy Rellef
lrcgram (LRl)
125 _ ^dmlnlstratlve cbllgatlcns cf agenoles
125 _ Beocmlng an LRl ^genoy
127 Centrellnk payments and servloes
129 _ The payments Centrellnk dellvers
129 _ ^dvanoe layments
129 _ ^ppeals prcoedures, prlvaoy and freedcm
cf lnfcrmatlcn
130 _ Deduotlcns frcm Centrellnk payments
131 _ Ccnoesslcn oards
132 _ Help tc return tc wcrk, eduoatlcn cr
tralnlng
134 _ Lxtra help frcm Centrellnk
135 _ Centrellnk`s ocntaots and malllng llst
system
135 _ Centrellnk publloatlcns
134 Telstra Blll ^sslstanoe lrcgram
136 0ther 0cvernment prcgrams
137 Referenoes
138 Ycur State/Terrltcry Ccntaots
139 Nctes
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
Acknowledgments
1ust as the lnltlal wrltlng and prcduotlcn cf the frst Handbcck lnvclved extenslve ^ustralla wlde
ocnsultatlcn, sc tcc has the revlslcn wcrk fcr thls 3rd Ldltlcn. The prcjeot alsc lnvclved
ocntrlbutlcns and feedbaok frcm all State and Terrltcry Ccunolls cf Scolal Servloe and varlcus
natlcnal member crganlsatlcns (lnoludlng ocntaot lnfcrmatlcn lnoluded ln the State/Terrltcry
speolfo seotlcns cf lart 4). lartloular thanks are due tc:
N Lanle Chcpplng, lrcjeot 0ffoer w^C0SS.
N Rhcnda Turley, lrcjeot 0ffoer, Lcw lnocme Suppcrt lrcgram S^C0SS.
N Llnda Frcw, Senlcr lclloy 0ffoer NC0SS.
N 1lll Davls, Lmergenoy Rellef Tralnlng lrcjeot NC0SS.
N ^ngela Savage, lclloy and Researoh 0ffoer vC0SS.
N 1ane ^lley Dlreotcr NTC0SS.
N Lmma Carlln, NTC0SS and NT Shelter.
Thanks tc vC0SS and the Lcoal Ccmmunlty Servloes ^sscolatlcn fcr permlsslcn tc adapt and
reprcduoe materlal ln lart 3, Seotlcns 1, 2, 5, 6 and 7 frcm the publloatlcns Stressed, Strained
and Maimed: a Handbcck fcr cccupaticna| hea|th and safety in ncn-gcvernment ccmmunity and
sccia| we|fare wcrkp|aces and the NSW Ccmmunity Management Kit Trainers.
^sslstanoe has alsc been prcvlded by a number cf staff wlthln the Department cf Famlly and
Ccmmunlty Servloes (FaCS) and Centrellnk, ln partloular:
N Cclleen 0lbbs and 1cy Russc, Ccmmunlty Servloes Seotlcn FaCS.
N Marola wllllams, Natlcnal Manager Ccmmunlty Seotcr Relatlcnshlps Centrellnk.
N Lee Dlokscn, Centrellnk.
Lxtra thanks tc FaCS fcr fundlng the frst edltlcn cf the Handbcck cn whloh thls edltlcn ls based,
and fcr suppcrt prcvlded ln preparlng thls edltlcn, lnoludlng meetlng scme cf the ocsts
asscolated wlth a meetlng cf key stakehclders; prcvldlng and oheoklng relevant lnfcrmatlcn, and
suppcrt fcr dlstrlbutlcn.
^ number cf cther lndlvlduals ocntrlbuted tc speolfo speolallst areas cf the Handbcck wlth thelr
expertlse and ^C0SS wculd alsc llke tc slnoerely thank all agenoy staff and managers fcr glvlng
sc genercusly cf thelr tlme and expertlse, and fcr thelr ocntlnued wcrk ln thls demandlng area.
Thanks alsc tc the Natlcnal welfare Rlghts Netwcrk.
Thanks tc vlokl wagner, ^C0SS lclloy 0ffoer fcr management cf the prcjeot and edltlng the text
and lhlllp 0`Dcncghue, ^C0SS Deputy Dlreotcr, fcr scme edltlng, valuable dlreotlcn, advloe and
management suppcrt thrcughcut the prcjeot as well as 0lll whan fcr asslstanoe ln prccf readlng.
Thanks tc lhllllp Brlggs cf ^rtlx fcr the deslgn aspeot cf thls edltlcn.
Flnally, a speolal thanks tc Centrellnk fcr spcnscrlng thls edltlcn, wlthcut whloh lt wculd nct have
been pcsslble.
l

1erms and denitions
Fcr the purpcses cf the Handbcck, the fcllcwlng terms and defnltlcns have been used:
0eatre||ak
N lnocme suppcrt payments fcrmerly made
by the then ^ustrallan 0cvernment
Department cf Scolal Seourlty are ncw
made by Centrellnk, oreated ln 1997.
lclloy departments llke Famlly and
Ccmmunlty Servloes and Lmplcyment and
wcrkplaoe Relatlcns pay Centrellnk tc
dellver payments and servloes cn thelr
behalf thrcugh ocntraotual arrangements.
0||eat
N ^ny perscn seeklng emergenoy rellef frcm
an emergenoy rellef agenoy.
0Al0
N Tc desorlbe pecple frcm Culturally and
Llngulstloally Dlverse baokgrcunds.
k
N Lmergenoy Rellef.
k 0rgaa|sat|oas,Ageac|es
N 0rganlsatlcns lnvclved ln the prcvlslcn cf
emergenoy rellef whloh may reoelve
fundlng frcm the Famlly and Ccmmunlty
Servloes.
kP
N The Lmergenoy Rellef lrcgram, whloh
prcvldes fundlng tc crganlsatlcns tc
dlstrlbute emergenoy rellef.
kSA0s
N ^dvlscry Ccmmlttees ln eaoh State and
Terrltcry, establlshed by Famlly and
Ccmmunlty Servloes, tc asslst wlth the
admlnlstratlcn cf the Lmergenoy Rellef
lrcgram.
Ia0S
N ^ustrallan 0cvernment Department cf
Famlly and Ccmmunlty Servloes, the
department respcnslble fcr the Lmergenoy
Rellef lrcgram. ^nnual fundlng ls subjeot
tc the Budget prcoess and base fundlng ls
llnked tc mcvements ln the Ccnsumer
lrloe lndex. Laoh year`s apprcprlatlcn
beocmes the new year`s base level cf
fundlng.
I0SA
N The Flnanolal Ccunselllng Servloe cf
^ustralla.
NAAII
N The Natlcnal ^ooredltatlcn ^uthcrlty fcr
Translatcrs and lnterpreters.
NIlS
N Nc lnterest Lcan Soheme.
NPPs
N Natlcnal lrlvaoy lrlnolples.
SAAP
N The Suppcrted ^oocmmcdatlcn
^sslstanoe lrcgram, a Ccmmcnwealth
State/Terrltcry agreement admlnlstered by
the Department cf Famlly and Ccmmunlty
Servloes.
IIS
N Translatlng and lnterpretlng Servloe
prcvlded by the ^ustrallan 0cvernment
Department cf lmmlgratlcn and
Multloultural and lndlgencus ^ffalrs.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
ll
Introduction
Lmergenoy Rellef (LR) ls the prcvlslcn cf asslstanoe tc pecple ln need. lt ocnslsts cf the prcvlslcn
cf fnanolal and materlal ald tc meet an lmmedlate need, and a referral servloe tc llnk pecple wlth
speolallst ocmmunlty servloes.
LR prcvlslcn has fcr many years been peroelved as belng merely a bandald and nct a legltlmate
ocmmunlty servloe. Hcwever, thls mlsocnoeptlcn ls belng taokled wlth a ocmmltment tc prcvldlng
a hlgh quallty servloe, reocgnltlcn cf the rlghts cf the ollent and a better understandlng abcut the
oauses cf pcverty.
The Handbcck has been deslgned tc asslst thls prcoess. lt prcvldes an lnfcrmatlcn base frcm
whloh agenoles oan develcp thelr lndlvldual pclloles, prcgrams and servloe dellvery praotloe.
The Handbcck attempts tc address the lnfcrmatlcn needs cf a wlde dlverslty cf agenoles aorcss
^ustralla whloh experlenoe varylng rescuroe levels and cffer dlfferent types cf servloe dellvery.
^pprcxlmately 900 agenoles cperatlng almcst 1,500 cutlets are ourrently funded under the
Lmergenoy Rellef lrcgram (LRl).
lt ls deslgned nct as a 'blueprlnt` but as a gulde whloh oan be adapted tc the lndlvldual agenoles`
olroumstanoes, tc asslst agenoles tc better meet the needs cf thelr ollents.
lt ls lmpcrtant fcr agenoles and the general ocmmunlty tc reocgnlse the slgnlfoant rcle played by
LR crganlsatlcns whloh, desplte cften llmlted funds and dlffoult ocndltlcns, dc thelr very best tc
asslst pecple ln need.
The thlrd edltlcn cf the LR Handbcck ls a praotloal, handscn rescuroe fcr pald and unpald LR
servloe wcrkers whc are engaged ln the dellvery cf LR tc ollents. Managers and occrdlnatcrs cf
ocmmunlty crganlsatlcns and ^ustrallan 0cvernment departments wlll alsc fnd useful
lnfcrmatlcn abcut the deslgn and evaluatlcn cf LR servloes.
^t the tlme cf publloatlcn the cperatlcn and future dlreotlcn cf the LRl ls belng revlewed. The
Department cf Famlly and Ccmmunlty Servloes (FaCS) dlstrlbuted a dlsousslcn paper ln Maroh
2003 tc seek lnput frcm the ncn gcvernment seotcr and LR prcvlders tc asslst ln pcsltlcnlng the
prcgram fcr the future sc lt remalns relevant, respcnslve and effeotlve ln meetlng the
ocmmunlty`s expeotatlcns and needs. There has been a gradual prcoess cf ohange wlthln the
lrcgram cver reoent years agalnst a baokdrcp cf slgnlfoant ohanges ln cther ocmmunlty and
^ustrallan 0cvernment prcgrams. 0f ocurse 0cvernments are cnly cne scuroe cf suppcrt fcr LR,
many nctfcrprcft agenoles ocntrlbute cut cf thelr cwn funds, ocmmunlty members make valuable
dcnatlcns and scme phllanthrcplo scuroes are alsc very lmpcrtant.
The LRl was crlglnally deslgned tc sclve shcrt term fnanolal prcblems. Hcwever the vlew ncw ls
that many ollents are 'lcoked ln` fnanolal orlsls thrcugh an lnablllty tc ocnneot wlth the wcrkfcroe
and engage wlth brcader ocmmunlty suppcrts. 0ne cf the ohallenges fcr the seotcr ls tc help
pecple mcve frcm lsclatlcn tc a greater ocnneotlcn wlth and partlolpatlcn ln all fcrms cf
ocmmunlty llfe.
lll

How to use this Handbook
Part 1: 0eneral inIormation
Thls seotlcn answers baslo questlcns abcut LR. lt examlnes the oauses cf pcverty and lnoludes
scme dlsousslcn cn scolety`s attltudes tcward lt. lt alsc ralses a range cf lssues pertlnent tc the
prcvlslcn cf LR.
Thls seotlcn prcvldes a gccd startlng pclnt fcr the crlentatlcn cf new wcrkers and vclunteers. ^genoy
managers wlll alsc fnd lt useful, bcth fcr the lssues lt ralses fcr examlnatlcn and as baokgrcund
lnfcrmatlcn fcr use ln staff crlentatlcn cr ln servloe tralnlng sesslcns. ^genoy managers shculd refer
tc the lnfcrmatlcn belcw fcr advloe cn hcw tc use lart 1 fcr the purpcses cf tralnlng.
Part 2: A guide Ior workers
Here we speak dlreotly tc pald and unpald LR wcrkers whc are engaged ln servloe dellvery tc
ollents. lt oan be used as a handscn rescuroe and lnfcrmatlcn referenoe by wcrkers.
Tralnlng exerolses are lnoluded thrcughcut thls seotlcn. They have been deslgned tc stlmulate
wcrkers tc thlnk thrcugh the lssues ralsed and tc relate the lnfcrmatlcn tc thelr wcrk sltuatlcn.
^genoy managers may wlsh tc refer thelr wcrkers tc the seotlcns wlthln lart 2 that are mcst
relevant tc thelr agenoy cr tc the speolfo wcrker`s rcle.
Beoause many agenoles have llmlted tralnlng rescuroes and small staff numbers, the exerolses
have been deslgned sc wcrkers oan ocmplete them alcne, cr preferably thrcugh dlsousslcns wlth
thelr manager.
Hcwever, whlle the Handbcck wlll beneft wcrker tralnlng, even lf used slmply as an lnfcrmatlcn
referenoe, lt wlll cbvlcusly cffer substantlal benefts lf the materlal beocmes the basls fcr a mcre
ocmprehenslve tralnlng prcgram.
Part 3: A guide Ior managers
Thls seotlcn prcvldes lnfcrmatlcn tc:
N thcse cn the exeoutlve bcdy cf an LR prcvlder crganlsatlcn;
N thcse oharged wlth the cverall management cf the crganlsatlcn;
N thcse speolfoally oharged wlth the management cf the LR servloe and staff.
The lnfcrmatlcn ln thls seotlcn oan be used as the basls fcr the develcpment cf the
crganlsatlcn`s pclloles and servloe praotloe and as a oheokllst fcr the agenoy`s respcnslbllltles.
Thls seotlcn cf the Handbcck addresses the crganlsatlcnal lnfcrmatlcn needs cf a wlde dlverslty
cf LR agenoles aorcss ^ustralla. lt ls therefcre nelther a 'measure` cf an crganlsatlcn`s suooess
cr fallure ncr ls lt a 'blueprlnt` cf hcw tc prcoeed. lt ls lnstead an lnfcrmatlcn rescuroe whloh
shculd be used tc asslst lndlvldual agenoles tc better meet the needs cf thelr ollents wlthln the
fnanolal and human rescuroe llmltatlcns cf agenoles.
Part 4: Resource inIormation
Thls seotlcn llsts rescuroes frcm whloh tc cbtaln detalled lnfcrmatlcn and asslstanoe. Lvery
effcrt has been made tc ensure that the ocntents are ocrreot at the tlme cf ocmplllng thls
Handbcck. ^genoles shculd ncte that thls lnfcrmatlcn ls subjeot tc ohange and shculd be
updated regularly. where pcsslble, llnks tc lnfcrmatlcn scuroes have been prcvlded elther by
phcne ocntaot cr webslte addresses.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
lv
What's new in this edition?
Slnoe the last Handbcck was publlshed ln 1997 there have been a number cf ohanges and
measures lntrcduoed that wlll be cf lnterest tc LR wcrkers. These are detalled thrcughcut the
Handbcck, and ncted here. They lnolude:
N the Nc lnterest Lcans Soheme (NlLS);
N advanoe payments cf up tc 5500 fcr reolplents cf lnocme suppcrt payments;
N breaoh penaltles and suspenslcn cf lnocme suppcrt payments fcr fallure tc meet aotlvlty and
admlnlstratlve requlrements;
N the lntrcduotlcn cf Telstra blll vcuohers;
N Ccntaot detalls updated fcr servloes and agenoles ln ycur State/Terrltcry.
ln addltlcn thls verslcn cf the Handbcck has easytcuse tralnlng exerolses
v

A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
vl
P
a
r
t

1
:

0
e
n
e
r
a
l

l
n
f
c
r
m
a
t
l
c
n
1
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
vl
P
a
r
t

1
:

0
e
n
e
r
a
l

l
n
f
c
r
m
a
t
l
c
n
1
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
2
P
a
r
t

1
:

0
e
n
e
r
a
l

l
n
f
c
r
m
a
t
l
c
n
3
What is ER?
LR ls the prcvlslcn cf fnanolal asslstanoe tc thcse perscns whc fnd themselves ln fnanolal
orlsls. LR oan be fcr a 'cne cff` eplscde, cr an cngclng fnanolal prcblem.
Thls asslstanoe ls usually prcvlded ln the fcllcwlng ways.
1. The prcvlslcn cf fnanolal and/cr materlal ald tc meet an lmmedlate need. Fcr example thls
oculd lnolude fccd vcuohers, oash asslstanoe, asslstanoe wlth utlllty bllls, fccd paroels,
olcthlng cr hcusehcld gccds.
2. The prcvlslcn cf a servloe whloh asslsts pecple tc ldentlfy the cptlcns avallable tc them ln
respcnse tc thelr needs, and whloh may advcoate cn thelr behalf cr prcvlde llnks tc speolallst
ocmmunlty servloes tc address the oause cf thelr prcblems.
Famlly and Ccmmunlty Servloes admlnlsters the LRl vla cngclng ocntraotual agreements wlth
apprcved agenoles. Currently there are cver 900 welfare and cther ocmmunlty agenoles
dlstrlbutlng LR resultlng ln apprcxlmately 1,500 cutlets ln tctal. ^genoles alsc dlstrlbute funds
that are frcm scuroes cther than the ^ustrallan 0cvernment. These lnolude dcnatlcns; State/
Terrltcry and lcoal 0cvernment fundlng; speolallst servloe fundlng and oharltable trust fundlng.
Tcday, wlth cur muoh olearer understandlng cf the reascns underplnnlng pcverty, crganlsatlcns
that prcvlde servloes fcr thcse cn lcw lnocmes and experlenolng dlsadvantage are nct cnly
strlvlng tc prcvlde essentlal shcrt term asslstanoe but are attemptlng tc address the symptcms
cf pcverty and lnltlate sclutlcns.
Take fcr example, an agenoy that dlstrlbutes bcth fnanolal and materlal asslstanoe. ^s well as
prcvldlng asslstanoe tc address an lmmedlate need fcr the ollent, they are alsc nctlng vla data
oclleotlcn cr aneodctal evldenoe, the reascns behlnd the ollent`s dlffoultles. Thrcugh reglcnal,
state cr natlcnal netwcrks thls agenoy oan play a vltal rcle lnfcrmlng pclloy makers cf the rcct
oauses cf pcverty and dlsadvantage.
Why do people need ER?
lecple need LR beoause they have lnsuffolent mcney cr rescuroes tc meet thelr mcst baslo cf needs.
Many pecple ln ^ustralla mlsunderstand the ocnoept cf pcverty beoause they tend tc thlnk cf lt ln
absclute terms, fcr example, ln thlrd wcrld ocuntrles where pecple cften experlenoe extreme
deprlvatlcn. Hcwever, pcverty ln ^ustralla ls best understccd as a relatlve level cf deprlvatlcn.
lcverty ls a laok cf rescuroes, whloh ls sc serlcusly belcw scolety`s average that pecple are
exoluded frcm effeotlvely partlolpatlng ln everyday llfe. lecple llvlng ln pcverty dc nct cnly have a
lcw, 'fxed` level cf lnocme, they alsc experlenoe a laok cf ohcloe, aooess and pcwer. They mlss
cut cn cppcrtunltles and rescuroes that mcst cf us take fcr granted, suoh as an adequate
standard cf health oare, eduoatlcn, emplcyment cppcrtunltles, fccd and reoreatlcn.
The pcverty llne, whloh was establlshed by lrcfesscr Henderscn ln an lnqulry lntc pcverty ln the
1970`s ls the gulde stlll used tc assess the absclute mlnlmum amcunt cf mcney requlred fcr
baslo llvlng ocsts, suoh as fccd, olcthlng and hcuslng. Hcwever, the Henderscn lcverty Llne,
purely an eocncmlo measure, dces nct take lntc aoocunt pecple`s scolal and emctlcnal needs.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
2
P
a
r
t

1
:

0
e
n
e
r
a
l

l
n
f
c
r
m
a
t
l
c
n
3
1he extent oI poverty in Australia
lcverty oan be defned slmply as a laok cf scolally peroelved neoessltles
1
. 0ther defnltlcns
apprcaoh pcverty as a fcrm cf multlple deprlvatlcn agalnst a relatlve llvlng standard
2
cr as
relatlng nct cnly tc a laok cf neoessltles but alsc pecple`s oapaoltles tc aohleve adequate
funotlcnlng
3
.
Twc klnds cf needs are lmplled ln these defnltlcns but we are prlmarlly ocnoerned wlth:
1. Subsistence pcverty (relatlng tc the oapaolty fcr physloal survlval and baslo ocmfcrt); and
2. Participaticn pcverty (relatlng tc the oapaolty tc partlolpate ln scolal and eocncmlo llfe).
Thlrty years after the Henderscn lnqulry, evldenoe suggests that pcverty ls ncw mcre wldespread
and exlsts agalnst a baokdrcp cf deeply entrenohed scolal dlvlslcns.
N Mcre than 6 cf the wcrkfcroe ls cffolally unemplcyed ocmpared wlth 2 ln the 1970s. when
hldden unemplcyment ls taken lntc aoocunt the fgure dcubles. Hlgh levels cf hldden
unemplcyment have emerged as pecple beocme dlsocuraged ln thelr jcb searoh and drcpped cut
cf the labcur market cr mcved frcm unemplcyment allcwanoes tc cther fcrms cf lnocme suppcrt.
N The number cf lcng term unemplcyment reolplents (thcse reoelvlng payments fcr 12 mcnths
cr lcnger) has grcwn frcm negllglble levels ln the 1970s tc 380,000 ln 2003.
N 15 cf ohlldren (860,000) llved ln jcbless hcusehclds ln 1999 a fgure lnocnoelvable ln the 1970s.
N 23 cf pecple cf wcrklng age were rellant cn scolal seourlty payments ln 2000 ocmpared
wlth 16ln 1981.
N The number cf hcmeless pecple ln the 1996 Census was estlmated at 105,000.
N Hcuslng ocsts are ocnsumlng lnoreaslng prcpcrtlcns cf hcusehcld lnocmes and affcrdable
hcuslng ls beocmlng lmpcsslble tc fnd.
Fcr up tc date quarterly pcverty fgures, and tc dcwn lcad quarterly pcverty llnes, vlslt the webslte
fcr the Melbcurne lnstltute cf ^pplled Locncmlo and Scolal Researoh, Melbcurne Unlverslty
www1.eccm.unime|b.edu.au/iaesrwww/miesi/pcverty.htm|. Fcr ^C0SS`s mcst reoent wcrk cn
pcverty oheok the ^C0SS webslte at www.accss.crg.au.
The ^C0SS publloatlcn 'lmpaot` ocntalns regular pcverty updates and pcverty llne analysls. Fcr
thcse lnterested ln keeplng up wlth aoademlo researoh cn pcverty and scolal lssues the
^ustrallan 1curnal cf Scolal lssues (alsc avallable thrcugh ^C0SS) ls a valuable rescuroe.
lt ls extremely dlffoult tc break the pcverty oyole. The lnequlty ln scolety makes lt hard fcr thcse
ohlldren brcught up ln pcverty tc have the cppcrtunlty fcr adequate eduoatlcn and llfe rescuroes
tc break cut cf the oyole and earn an adequate lnocme as an adult.
0ften pecple whc are frcm a dlfferent baokgrcund and olroumstanoes experlenoe addltlcnal
dlsadvantage and scolal exoluslcn. lf ycu are an lndlgencus ^ustrallan, scmecne frcm a oulturally
and llngulstloally dlverse baokgrcund (C^LD), frcm a wcrklng olass baokgrcund, have a dlsablllty
cr llve ln a rural cr reglcnal area ycu have an lnoreased ohanoe cf llvlng ln pcverty.
The grcups mcst llkely tc be ln pcverty ln ^ustralla tcday lnolude:
N lndlgencus ^ustrallans redeoted by hlgh levels cf jcblessness, lcw levels cf fcrmal
eduoatlcn, pccr health, lnadequate hcuslng, the experlenoe cf dlspcssesslcn and raolsm,
and the tenucus nature cf the scolal seourlty safety net.
|uutnutes.
1
Vac| ano |ans|e,, 1985,
2
uanseno, 1979,
3
Sen, 1988.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
4
P
a
r
t

1
:

0
e
n
e
r
a
l

l
n
f
c
r
m
a
t
l
c
n
5
N Unemplcyed pecple and thelr famllles hcusehclds where nc cne ls emplcyed make up 56
cf pecple ln lnocme pcverty.
N Scle parent famllles there are stlll cver cne ln fve (22) scle parent famllles llvlng ln
lnocme pcverty.
N Ycung pecple ln lcw lnocme hcusehclds faoe a muoh hlgher rlsk cf pcverty than mlddle aged
cr clder pecple beoause cf hlgh ycuth unemplcyment and lcw scolal seourlty payments.
N lecple wlth dlsabllltles, oarers and cthers cf wcrkfcroe age whcse maln scuroe cf lnocme ls
scolal seourlty payments are ocnslstently fcund tc be at greater rlsk cf pcverty.
Labcur market and scolal lnstltutlcns oan largely explaln the extent cf pcverty ln ^ustralla. Many
pecple have been left behlnd and exoluded frcm seoure full tlme emplcyment due tc the ohanglng
nature cf the labcur market and lts fallure tc grcw encugh seoure full tlme jcbs cver reoent years.
^ hlgher lnoldenoe cf llmlted eduoatlcn, wcrk experlenoe and dlsabllltles ln the wcrklng age
pcpulatlcn, alsc prcvldes part cf the explanatlcn and these faotcrs are ocmblnlng tc pclarlse
ocmmunltles. 0ther maln oauses cf pcverty are lll health and dlsablllty, pccr aooess tc servloes,
and/cr llvlng ln dlsadvantaged ocmmunltles and lcoalltles.
Education
lecple whc have nct ocmpleted seocndary sohccl have an unemplcyment rate cf 11.3
ocmpared wlth 3 cf pecple wlth a Baohelcr degree. 0n average, ocmpletlng year 12 ralses
pecple`s lnocmes by arcund 10 and tertlary quallfoatlcns bccst earnlngs by 40.
Housing
Hcuslng plays a oruolal rcle ln determlnlng whether cr nct pecple llve ln pcverty and thelr ablllty tc
partlolpate ln emplcyment, eduoatlcn and tralnlng and tc malntaln gccd health and wellbelng. The
deoreaslng amcunt cf well lcoated, affcrdable hcuslng tc buy cr rent that ls avallable fcr pecple
cn lcw lnocmes ls a slgnlfoant oause fcr ocnoern. The deollne cf scolal hcuslng (le publlo and
ocmmunlty hcuslng) ls pushlng pecple lntc the prlvate rental market, where rents have
skyrcoketed ln reoent years, and cften ln lcoatlcns where there ls hlgh unemplcyment. Currently
almcst 90,000 lcw lnocme ^ustrallans ln the prlvate rental market are paylng mcre than 50 cf
thelr lnocme ln rent. Thls lnoludes clder pecple cn a penslcn, pecple wlth a dlsablllty, scle
parents, unemplcyed pecple and thelr famllles.
0nemployment
1cblessness ls a majcr underlylng oause cf pcverty and the length cf tlme pecple are unemplcyed
dlreotly ocrrelates wlth thelr llkellhccd cf llvlng ln pcverty. Dcwnslzlng cf prlvate and publlo
enterprlses, a reduotlcn ln lntenslve emplcyment asslstanoe and reglcnal deollne has ocntrlbuted
tc a fallure tc ocnvert ^ustralla`s sclld eocncmlo grcwth tc strcng, evenly dlstrlbuted, jcbs grcwth.
The tctal level cf unemplcyment (lnoludlng the hldden unemplcyed) was estlmated at arcund 14
ln 2001.
0nderemployment
^oocrdlng tc latest avallable data ^ustralla has 592,400 underemplcyed wcrkers. That ls, pecple
wcrklng part tlme whc want tc wcrk mcre hcurs. ^n lnorease ln the number cf pecple ln wcrk whc
are alsc llvlng ln pcverty ls a deep ocnoern. Reoent data shcws that there are ncw 365,000
^ustrallans llvlng ln 'wcrklng pccr` hcusehclds.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
4
P
a
r
t

1
:

0
e
n
e
r
a
l

l
n
f
c
r
m
a
t
l
c
n
5
Income support
Desplte scme prcgress cver the last 30 years, many hcusehclds` lnocme suppcrt payments are
slgnlfoantly lcwer than ^ustrallan lnocme pcverty benohmarks. The wcrst affeoted by payment
ancmalles are slngle unemplcyed pecple, ycung unemplcyed pecple and students.
Impacts oI poverty
lcverty takes many fcrms:
N ^n lnsuffolent and cften lnadequate dlet.
N lnadequate aoocmmcdatlcn.
N Reourrlng lllnesses and lnadequate health and dental oare.
N Nc transpcrt.
N lerscnal cr famlly stress, ocnstantly juggllng fnanoes and/cr belng ln debt, nc spare mcney
tc ocver unexpeoted expenses, never belng able tc get ahead.
N lsclatlcn, nc sohccl exourslcns cr extra materlals, nc hclldays, belng hcusebcund, laok cf
lelsure aotlvltles beoause pecple oan`t affcrd tc gc cut.
N Scolal pressure, mlsslng cut cn thcse ncrmal thlngs that pecple ln cur scolety dc and take
fcr granted.
N Scolal exoluslcn.
Attitudes and approaches to poverty
Many ^ustrallans have cnly a fuzzy understandlng cf what pcverty means ln thls ocuntry, ln
ocntrast tc the startllngly olear televlslcn lmages cf pcverty cverseas. Many ^ustrallans are nct
aware cf the dally deprlvatlcn and hardshlp experlenoed by mcre than twc mllllcn ^ustrallans
ourrently llvlng ln pcverty.
^ttltudes tcwards pcverty oan be oategcrlsed ln twc ways:
1. The lndlvlduallstlo apprcaoh where lndlvlduals are seen as belng prlmarlly respcnslble fcr thelr
sltuatlcn:
They oculd wcrk lf they wanted tc.
lecple are cnly pccr beoause they dcn`t kncw hcw tc manage mcney prcperly.
we ocped durlng the 0reat Depresslcn, ycung pecple tcday get lt tcc easy.
They prcbably spend all thelr mcney cn drugs and grcg.
2. The struotural apprcaoh the way scolety ls crganlsed ls prlmarlly respcnslble fcr pecple
experlenolng pcverty, dlsorlmlnatlcn cr pcwerlessness.
Mcst pecple are ln pcverty beoause cf olroumstanoes beycnd thelr ocntrcl.
The rloh are gettlng rloher, the pccr gettlng pccrer.
There are nct encugh jcbs tc gc arcund.
There are a varlety cf faotcrs, whloh ocntrlbute tc scmecne llvlng ln pcverty, and ohanglng these
ls cften nct wlthln the pcwer cf the lndlvldual. 0n the whcle the oauses cf pcverty are struotural
rather than related tc the behavlcur cr mctlves cf pccr pecple. Thls ls nct tc argue that
behavlcural ohange ls nct part cf the sclutlcn. Behavlcur and mctlvatlcn generally fcllcw frcm the
olroumstanoes ln whloh pccr pecple fnd themselves, rather than a drlver cf them.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
6
P
a
r
t

1
:

0
e
n
e
r
a
l

l
n
f
c
r
m
a
t
l
c
n
7
N Laok cf emplcyment ls cne cf the maln oauses fcr the lnorease ln pcverty ln ^ustralla, wlth
mcre and mcre pecple unable tc cbtaln full tlme emplcyment. Many pecple llvlng ln pcverty,
suoh as lndlgencus ^ustrallans and pecple wlth a dlsablllty, faoe dlsorlmlnatlcn ln
emplcyment. lart tlme wcrk oannct prcvlde a suffolent lnocme, partloularly ln a famlly
sltuatlcn. Fcr lnocme suppcrt reolplents whc wcrk part tlme there oan be a lcss cf
subsequent ocnoesslcns avallable tc lcw lnocme famllles.
N Clcse tc 95 cf all LR applloants are cn a Centrellnk penslcn cr allcwanoe, many struggle tc
survlve cn lcwer rates cf payment (e.g. due tc a breaoh penalty, cr ln scme oases when a
thlrd breaoh ls applled, they are trylng tc llve wlthcut payment fcr twc mcnths).
N ^ large number cf pecple whc are cn lcw lnocmes dc nct have aooess tc adequate and
affcrdable hcuslng. lecple cn lcw lnocmes ln the prlvate rental market are cften
dlsorlmlnated agalnst ln favcur cf pecple wlth hlgher lnocmes, and Rent ^sslstanoe ls
lnadequate tc asslst wlth hcuslng affcrdablllty (partloularly ln hlgh rent areas whloh are cften
alsc areas cf hlgh emplcyment/lcw unemplcyment).
N lecple cn lcw lnocmes have tc spend a greater prcpcrtlcn cf thelr lnocmes cn essentlal
servloes suoh as gas, eleotrlolty, telephcne and water. lnoreases ln energy ocnsumptlcn are
partly due tc the lmpaot cf prlvatlsatlcn and pccr hcuslng ocndltlcns e.g. laok cf lnsulatlcn
and cld appllanoes lnorease energy bllls.
N Lxtenuatlng olroumstanoes. These oculd lnolude lllness, havlng tc relcoate (e.g. refugees),
perscnal orlses cr large unfcreseen expenses.
These faotcrs are mcstly cutslde the ocntrcl cf the lndlvldual and lt ls lmpcrtant tc reallse that
lndlvlduals fnd lt extremely dlffoult tc esoape pcverty sclely thrcugh thelr cwn effcrts, beoause cf
laok cf rescuroes and the barrlers they faoe. 0ften what ls needed tc break the pcverty oyole ls
full tlme emplcyment, addltlcnal mcney/asslstanoe fcr hcuslng, cr tc enable a perscn tc aooess
further eduoatlcn cppcrtunltles. These measures ocupled wlth suppcrt may help tc brlng abcut a
ohange ln the perscn`s llfe olroumstanoes.
ln relatlcn tc LR we shculd remember that there are a number cf baslo rlghts, whloh every perscn
ln cur scolety ls entltled tc. Lvery ^ustrallan shculd have the rlght tc:
N ^n adequate lnocme cr lnocme seourlty tc ocver baslo needs.
N Llve ln safe, seoure, affcrdable hcuslng.
N Llve a physloally and mentally healthy llfe.
N Develcp lntelleotual oapaoltles and skllls.
N Ralse ohlldren ln a safe and seoure envlrcnment wlth suppcrt frcm famlly, frlends and the
ocmmunlty.
N lartlolpate ln the ocmmunlty free cf dlsorlmlnatlcn cn the grcunds cf raoe, sex, age, dlsablllty
cr marltal status.
N Have aooess tc apprcprlate lnfcrmatlcn and rescuroes tc enable them tc make thelr cwn
deolslcns and tc wcrk cut cr ohccse sclutlcns tc thelr cwn prcblems.
N wcrk.
lt ls estlmated that arcund cne ln 10 ^ustrallan famllles llve ln pcverty and have lnsuffolent
lnocme tc meet thelr dally needs. ^ustralla ls a slgnatcry tc the Unlted Natlcns lnternatlcnal
Ccvenant cn Locncmlo, Scolal and Cultural Rlghts yet whlle these may be the rlghts tc whloh all
^ustrallans are entltled tc, lt ls abundantly olear that many pecple are mlsslng cut ln cur scolety
cn even thelr mcst baslo rlghts.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
6
P
a
r
t

1
:

0
e
n
e
r
a
l

l
n
f
c
r
m
a
t
l
c
n
7
Who provides ER?
LR ls dlstrlbuted by a dlverse range cf crganlsatlcns and lt ls estlmated that 85 cf the maln
rellef cutlets are vcluntary crganlsatlcns. FaCS ourrently funds cver 1,200 crganlsatlcns, whloh
prcvlde LR ln ^ustralla. There are a number cf oategcrles cf LR, lnoludlng:
N Charltable.
N State/Terrltcry 0cvernment.
N Lcoal 0cvernment.
N lndlgencus ^ustrallans.
N C^LD.
N Ccmmunlty based.
There are agenoles whloh perfcrm a varlety cf funotlcns, suoh as Ccmmunlty Health Centres and
Famlly Suppcrt ^genoles, and there are thcse where the prcvlslcn cf LR ls a prlmary fcous. Scme
prcvlders are scle wcrkers ln cutpcsts ln remcte reglcns, whlle cthers are majcr oharltable
welfare prcvlders suoh as:
N Salvatlcn ^rmy.
N Scolety cf St vlnoent de laul.
N ^nglloan Churoh.
N Unltlng Churoh.
N The Smlth Famlly.
Ccmmunlty based prcvlders, scmetlmes smaller crganlsatlcns, lnolude:
N Ccmmunlty and Nelghbcurhccd Centres.
N Cltlzens ^dvloe Bureaus.
N Ccmmunlty Health Centres.
N Famlly Rescuroe Centres.
N Ycuth Servloes.
N Lmergenoy ^oocmmcdatlcn Centres.
N wcmen`s Refuges.
Funding
The majcr scuroes cf funds fcr LR are:
1. Dcnatlcns and fundralslng by ohuroh and oharltable crganlsatlcns. These funds are dlspersed
aoocrdlng tc the pclloles cf the crganlsatlcn.
2. The ^ustrallan 0cvernment, thrcugh the LRl admlnlstered by FaCS.
3. State and Terrltcry 0cvernments, partloularly western ^ustralla, ueensland, New Scuth
wales as well as Ccurt Funds ln vlotcrla.
4. Lcoal 0cvernments.
Fcr further lnfcrmatlcn cn fundlng refer tc lart 3: ^ 0ulde fcr Managers.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
8
P
a
r
t

1
:

0
e
n
e
r
a
l

l
n
f
c
r
m
a
t
l
c
n
9
1ypes oI ER
There are seven baslo ways LR ls prcvlded (althcugh nct all agenoles prcvlde the full llst as belcw):
N oash usually ln the fcrm cf a oheque made cut tc oash and oashable at a bank olcse tc the agenoy;
N a oheque cr vcuohers made cut tc the oredltcr cn behalf cf the ollent fcr rent cr a utlllty blll
(e.g Telstra vcuohers);
N fccd vcuohers scmetlmes wlth restrlotlcns suoh as nc alochcl cr olgarettes. Suoh
restrlotlcns are based cn agenoy deolslcns, nct cn the advloe cf FaCS;
N fccd ln klnd;
N transpcrt asslstanoe;
N materlal ald e.g. olcthes, hcusehcld gccds and lnfant needs;
N lnfcrmatlcn and referral, debt negctlatlcn cr advcoaoy servloes.
FaCS prefers fundlng prcvlded thrcugh the LRl tc be dlstrlbuted as oash/oheque cr fccd vcuoher cnly.
See 'Types cf ^ld` (ln lart 3), fcr an analysls cf the advantages and dlsadvantages cf eaoh methcd.
Who 0ses ER
The Natlcnal LR Data Cclleotlcn lrcjeot Repcrt 'Pecp|e in Financia| Crisis |||' (^C0SS 1999)
prcvldes a prcfle cf pecple seeklng orlsls asslstanoe and prcvlded scme lnfcrmatlcn abcut the
olroumstanoes, whloh lead pecple lntc fnanolal orlsls. Key fndlngs cf the repcrt lnolude:
N 90 cf LR applloants are cf wcrkfcroe age, wlth the slngle largest age grcup between 25 and
29 years cf age.
N 91 cf LR ollents are reoelvlng lnocme suppcrt.
N Mcre wcmen than men seek orlsls fnanolal asslstanoe apprcxlmately 60 cf LR applloants
are female and apprcxlmately 40 male.
N Ycung pecple between 10 and 17 years cf age make up 7.5 cf LR applloants.
N The vast majcrlty cf LR applloants (mcre than 80) are bcrn ln ^ustralla.
N 70 cf LR applloants have scught LR befcre.
N lndlgencus ^ustrallans are cver represented (14) as a peroentage cf LR applloants,
ocmpared tc thelr numbers ln the general pcpulatlcn (1.58).
N Between 13 and 17 cf LR applloants are frcm C^LD.
N Slngle unemplcyed pecple are the largest oategcry cf LR applloants, fcllcwed by scle
parents.
N lecple llvlng ln rental aoocmmcdatlcn, bcth publlo and prlvate, are cver represented amcng
LR applloants ocmpared tc thelr numbers ln the general pcpulatlcn.
N The ocst cf aoocmmcdatlcn fcr LR applloants ls relatlvely hlgh wlth 30 paylng cver 5215 per
fcrtnlght.
N ^pprcxlmately 10 cf LR applloants ln eaoh survey perlcd repcrted havlng nc regular scuroe
cf lnocme. The mcst ocmmcn reascn glven ls that they are waltlng fcr thelr frst scolal
seourlty payment.
N Fcr mcst LR applloants, thelr fcrtnlghtly lnocme was ln the range cf 5190 5615 per fcrtnlght.
N Mcst LR applloants say that the reascn they are seeklng asslstanoe ls due tc a tempcrary
rlse ln expenses, typloally a quarterly utlllty blll.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
8
P
a
r
t

1
:

0
e
n
e
r
a
l

l
n
f
c
r
m
a
t
l
c
n
9
State Advisory 0ommittees
FaCS has establlshed Lmergenoy Rellef State ^dvlscry Ccmmlttees (LRS^Cs) tc asslst wlth the
admlnlstratlcn cf the LRl ln eaoh State and Terrltcry.
The prlmary rcle cf the LRS^Cs ls tc prcvlde advloe cn the pclloles, prcoedures and cperatlcn cf
the lrcgram. Scme cf the mcre lmpcrtant examples cf these wculd be tc make
reocmmendatlcns cn:
N the prlnolples whloh shculd be applled tc the allcoatlcn cf funds tc lndlvldual agenoles wlthln
FaCS reglcns (but nct cn the amcunts cf fundlng tc be allcoated tc lndlvldual agenoles, whloh
ls the respcnslblllty cf the Department);
N the prlnolples whloh shculd be applled tc the redlstrlbutlcn cf funds whloh may beocme
avallable wlthln the fnanolal year;
N ollent needs, lnoludlng aooesslble servloe dellvery, lnfcrmatlcn and suppcrt needed by LR
agenoles;
N natlcnal and State/Terrltcry fundlng fcrmulas.
lt ls alsc a legltlmate rcle fcr LRS^Cs tc prcvlde advloe cn the merlts cf prcpcsed new agenoles,
transfer cf spcnscrshlp and the standlng ln the ocmmunlty cf exlstlng agenoles.
Ccntaot ycur LR lrcgram Cccrdlnatcr ln FaCS, cr ycur State/Terrltcry Ccunoll cf Scolal Servloe tc
fnd cut hcw ycu oan aooess the LRS^Cs prcoess.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
10
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
11
Issues Ior services
Brcadly, LR prcvlslcn lnoludes twc lmpcrtant fcrms cf servloes dlreot asslstanoe prcvldlng
scme lmmedlate rellef, and lnfcrmatlcn and referral that oan prcvlde aooess tc sclutlcns tc the
underlylng prcblem ocntrlbutlng tc the need fcr rellef (e.g. a referral tc famlly suppcrt servloes cr
a fnanolal ocunsellcr). lt ls reocgnlsed that thls ls nct always pcsslble, ncr wlll ollents always
take up the cptlcn.
Regardless cf the cptlcns ohcsen by ollents, LR agenoles shculd:
N lrcteot the rlghts and dlgnlty cf ollents. lt must always be aokncwledged that ollents have the
rlght tc make thelr cwn deolslcn and refuse any asslstanoe cr referrals cffered.
N Lnsure there ls reascnable ocverage fcr all pecple tc LR wlthln thelr lcoal area. Thls refers tc
ellglblllty requlrements between agenoles, physloal lcoatlcn and hcurs cf cperatlng. Fcr
example, ensurlng that all servloes ln an area dc nct ocnoentrate cn asslstlng the same age
grcup and that aooess tc the servloe ls avallable by publlo transpcrt.
N Develcp servloes whloh are apprcprlate and dc nct duplloate cther servloes. Thls oan be
dcne by netwcrklng and llalslng wlth cther LR agenoles. ^otlve partlolpatlcn ln ocmmunlty
servloe netwcrks and/cr antl pcverty fcrums oan be benefolal.
N Be olear and upfrcnt abcut thelr cwn phllcscphy and ellglblllty requlrements. lf lt ls a
requlrement that ollents oan cnly reoelve asslstanoe every three mcnths, cr have a wcrker
vlslt thelr hcme, thls shculd be stated olearly tc the ollent befcre the LR prcoess beglns, as
well as be olearly cutllned ln servloe lnfcrmatlcn and/cr prcmctlcnal materlal and dlsplayed
ln the waltlng rccm/reoeptlcn area.
The rcle cf the LR agenoy prcvlder ls tc ensure that the servloe ls apprcprlate and deslgned tc
suppcrt bcth the ollent and the staff. Thls ls dealt wlth ln mcre detall ln lart 3. FaCS, ln
ocnsultatlcn wlth LR agenoles, has develcped guldlng prlnolples and standards ocntaot ycur
lcoal LR lrcjeot 0ffoer, cr Cccrdlnatcr ln FaCS fcr a ocpy.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
10
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
11
lart 2: ^ 0ulde fcr wcrkers and vclunteers
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
12
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
13
0rientation
0rlentatlcn ls essentlal tc help ycu tc wcrk effeotlvely frcm the very beglnnlng. Thls seotlcn prcvldes
ycu wlth oheokllsts whloh oan be used tc ldentlfy any gaps ln ycur understandlng cf ycur agenoy`s
pclloles cr ycur rcles and respcnslbllltles. Hcpefully ycur agenoy wlll have these pclloles and prcoedures
wrltten dcwn.
lf a fcrmal crlentatlcn ls nct avallable, take the tlme tc ask ycur supervlscr cr fellcw wcrkers any
questlcns ycu may have abcut ourrent praotloes and dcoument them as ycu gc thls way ycu wlll
have a wrltten reocrd tc ocnsult later. ^s a general rule, bcth annual repcrts and the agenoy`s
ocnstltutlcn wlll be a gccd scuroe tc get ycu started cn fndlng cut abcut the agenoy.
See lart 3, ^ 0ulde fcr Managers fcr detalled lnfcrmatlcn cn crganlsatlcnal lssues, lnoludlng
advloe tc agenoy admlnlstratcrs cn pclloy deslgn.
An overview oI how your agency works
Flrstly ycu need tc ensure that ycu understand the agenoy`s values and hcw they affeot pclloles.
Fcr example, ycu shculd be able tc explaln tc the ollent lf prcvlslcn cf ald ls dependent cn them
attendlng a fnanolal ocunselllng sesslcn cr why they oan cnly reoelve asslstanoe frcm ycur
crganlsatlcn every three mcnths.
0hecklist ~ Policies/Procedures
1ype oI service
N whc the agenoy serves, e.g. ls the servloe targeted tc ycung pecple, famllles, cr lndlgencus
cr general pcpulatlcn ln a speolfo area?
N what asslstanoe ls prcvlded (e.g. oheque, fccd vcuoher)?
N ^pprcxlmate amcunt cr degree cf asslstanoe.
N what servloe ls cffered ln the absenoe cf funds, vcuohers eto?
N Hcw cften oan a ollent reoelve ald?
N lf prcvlslcn cf ald ls dependent cn ollent attendlng ocunselllng cr any cther ocndltlcns?
N lrlvaoy and ocnfdentlallty.
N Cllent grlevanoe prcoedures.
N Data and repcrtlng requlrements (by ycur crganlsatlcn cr fundlng prcvlder).
N ^dvcoaoy cn behalf cf ycur ollent.
N Use cf lnterpreters.
Model oI service
N ^ppclntment/waltlng rccm based.
N ^ssessment/dellvery by lntervlew, frcm reoeptlcn, by hcme vlslt cr ocmblnatlcn.
N Duty rcster.
N Hcurs cf cperatlcn.
N Netwcrklng arrangements (lcoal and peak bcdles).
N Referral prcoedures.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
12
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
13
0ther
N Medla/publlolty.
N 0lft guldellnes (aooeptlng glfts frcm ollents).
N Staff suppcrt and tralnlng.
0kINIAII0N: IkAININ0 Xk0IS
Flnd cut as muoh as ycu oan cf the abcve llst, wrlte lt dcwn ln ycur cwn fclder and then ask
ancther wcrker cr ycur occrdlnatcr tc qulz ycu and see hcw muoh ycu oan remember cr even lf
ycu oan remember where ycu frst fcund the lnfcrmatlcn. (wcrkers, Handbcck eto.). Try the same
exerolse agaln after wcrklng ln ycur crganlsatlcn fcr three tc slx mcnths.
1raining
Tralnlng ls prcvlded free tc LR wcrkers and vclunteers thrcugh the Natlcnal Tralnlng Unlt ln FaCS,
and ls alsc funded thrcughcut several State/Terrltcry cffoes cf FaCS, and managed by
crganlsatlcns suoh as NC0SS ln NSw and w^C0SS ln w^. There are alsc tralnlng paokages
prcduoed by Lutheran Ccmmunlty Care ln S^. Cheok fcr ocntaot detalls ln the Rescuroe Seotlcn cf
thls manual.
Many agenoles prcvlde free lnhcuse cr external tralnlng ocurses fcr pald and unpald staff as part
cf thelr crlentatlcn prcgram. Thls oan lnolude tralnlng aorcss a wlde varlety cf sklll areas suoh as:
N reoeptlcn, bcckkeeplng, general admlnlstratlcn, referral skllls, cooupatlcnal health and safety,
welfare/lntervlewlng, ocmmunloatlcns, ocndlot resclutlcn, apprcprlate assertlveness, drug
and alochcl lssues, advcoaoy and orcss oultural skllls tc name a few.
Ycu shculd talk tc ycur supervlscr abcut tralnlng cppcrtunltles, partloularly:
N lf ycu are an unpald wcrker (vclunteer), beoause the welfare cf ycur ollents depends cn lt
(read 'mcre harm than gccd` ln thls manual).
N Tralnlng shculd be prcvlded tc lmprcve ycur skllls. The rcle cf an LR wcrker oan be a very
stressful cne, wlth all the prcblems that ollents oan present tc ycu. Tralnlng shculd lnorease
ycur kncwledge and ocnfdenoe and wlll perhaps lead tc prcvldlng cppcrtunltles fcr perscnal
grcwth and greater understandlng cf what pecple experlenoe when faolng pcverty. lt oan alsc
help lf ycur alm ls pald emplcyment.
N lf ycu have nct yet reoelved tralnlng, there are tralnlng exerolses thrcughcut thls seotlcn tc
target areas ln whloh ycu wlll need tc galn kncwledge and skllls tc be an effeotlve LR wcrker/
vclunteer.
N Ccnoentrate cn cne tcplo at a tlme and wcrk ycur way thrcugh them.
N when ycu have ocmpleted a tcplo and are satlsfed wlth ycur ocmments, ycu oan then ask fcr
feedbaok frcm ycur occrdlnatcr cr pald wcrkers.
N Ycu oculd perhaps alsc ask ycur occrdlnatcr lf the team oculd wcrk thrcugh an exerolse per
tcplo at a staff meetlng whloh oan alsc aot as a refresher fcr the cther wcrkers/vclunteers
and aot as an lnfcrmatlcn sharlng aotlvlty.
N Further selfdevelcpment cr refresher tralnlng cppcrtunltles shculd be avallable cn an
cngclng basls and shculd allcw ycu the cppcrtunlty tc traln fcr greater respcnslblllty ln ycur
crganlsatlcn.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
14
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
15
Your organisation's ER policies and procedures
Ycu shculd be olear abcut:
N ycur agenoy`s LR servloe dellvery pclloy and prcoedures;
N ycur rcle and respcnslbllltles;
N hcw ycur rcle relates tc cthers ln the agenoy;
N the scrts cf deolslcns and aotlcns whloh ycu have the authcrlty tc take cn ycur cwn and
thcse fcr whloh lt ls expeoted ycu wlll ocnsult ancther perscn cr authcrlty (ycu may need tc
get the manager/occrdlnatcr`s apprcval tc prcvlde servloeusers wlth oheques cver a oertaln
amcunt);
N general lnfcrmatlcn abcut praotloe lssues cr generally hcw cther wcrkers deal wlth sltuatlcns.
Your job description
whether ycu are a pald cr unpald wcrker ycu shculd have a jcb desorlptlcn whloh aoourately sets
cut ycur rlghts and respcnslbllltles, lnoludlng:
1ob 1itle
N ldentlfoatlcn cf the pcsltlcn.
0ontext
N Brlef statement cf the alms and cbjeotlves cf the crganlsatlcn, lts hlstcry, ourrent sltuatlcn
and envlrcnment.
N Lcoatlcn cf the wcrkplaoe.
N Hcw the jcb fts lntc the crganlsatlcn.
Period oI appointment
N Casual, permanent, tempcrary cr prcjeot (unpald wcrkers shculd dlsouss the prcjeoted perlcd
cf the prcjeot).
Hours oI work
N Full tlme, part tlme, oasual, jcb share.
Funding source
N 0cvernment, ncn gcvernment.
Accountability
N whc thls pcsltlcn repcrts tc, hcw and when.
N whc ls aoocuntable tc thls pcsltlcn.
N Llalscn and lnteraotlcn ln the crganlsatlcn.
N whc ls the emplcylng bcdy.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
14
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
15
0uties
N speolfy tasks tc be oarrled cut beglnnlng wlth thcse mcst oentral tc the pcsltlcn;
N llst tasks whloh are the scle respcnslblllty cf thls pcsltlcn;
N ldentlfy 'shared tasks`, eg. admlnlstratlve tasks;
N lnolude a olause statlng cther dutles ocnslstent wlth the pcsltlcn as dlreoted by...;
N ldentlfy thcse tasks fcr whloh the wcrker ls ultlmately respcnslble, eg. edltlng the newsletter,
malntalnlng fccd ald;
N stcoks;
N cutllne the level cf authcrlty held, eg. slgnlng oheques, managlng staff.
Salary and conditions
N name apprcprlate award lf applloable, emplcyment agreement, award olasslfoatlcn and
salary range;
N llst abcveaward ocndltlcns granted by ycur crganlsatlcn;
N mentlcn crlentatlcn and tralnlng cppcrtunltles (unpald wcrkers shculd be prcvlded wlth
lnfcrmatlcn cn speolal ocndltlcns suoh as relmbursement cf travel expenses and lnfcrmed cf
the ocrreot vclunteer lnsuranoe ocver whloh ls qulte dlfferent frcm pald staff and publlo
llablllty lnsuranoe).
1he benets
N Unpald wcrkers shculd be glven a llst cf the benefts resultlng frcm the wcrk, suoh as
cppcrtunlty tc lmprcve skllls, meet pecple and ocntrlbute tc the ocmmunlty ln a meanlngful
way.
Review
N Date the jcb desorlptlcn was wrltten.
N Date fcr revlew and update.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
16
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
17
0uiding principles and standards
Why standards?
lecple whc apprcaoh LR agenoles are frequently vulnerable and ln orlsls.
lrlnolples cf aooess, dlgnlty, respeot and oulturally apprcprlate servloe prcvlslcn need tc be
understccd and embraoed by servloes, and translated lntc praotloe.
1he aim
That eaoh lndlvldual and famlly ls respcnded tc wlth respeot, ocnslderatlcn and asslstanoe ln a
way that malntalns thelr dlgnlty and enhanoes thelr self rellanoe.
ln praotloe thls shculd mean the prcvlslcn cf shcrt term emergenoy fnanolal and /cr materlal
asslstanoe, as well as a ocmmltment tc llnk pecple tc cther servloes, prcgrams and suppcrts, as
apprcprlate.
The way thls ls dcne, and the envlrcnment ln whloh servloes are prcvlded, are oentral tc a gccd
quallty cf servloe and eaoh perscn`s experlenoe cf reoelvlng LR.
These standards are a framewcrk fcr eaoh crganlsatlcn tc lmprcve thelr servloe quallty wlth
'gccd` cr 'best praotloe` ldentlfed and tc fnd new and better ways tc asslst pecple.
Purpose oI standards
N Tc prcvlde olear guldellnes tc all partles cn what oan be expeoted frcm an LR servloe.
N Tc ensure ollents kncw what they oan expeot frcm an LR servloe and tc ensure pecple
experlenolng fnanolal orlsls reoelve ocnslstent quallty servloe.
N Tc have lnfcrmed praotloes, and lnorease understandlng cf ollent need.
N Tc asslst ln ldentlfylng tralnlng and suppcrt needs cf vclunteers and cther staff.
N Tc asslst ln lmprcvlng quallty cf servloe prcvlslcn, whloh asslsts pecple tc deal wlth thelr
orlsls sltuatlcn ln a way, whloh malntalns dlgnlty and enocurages selfrellanoe.
N Tc prcvlde a tccl whloh servloes oan use fcr self evaluatlcn, revlew and lmprcvement (see the
FaCS FF Wcrkbcck).
N Tc lnorease awareness cf the wcrk and wcrth cf LR prcvlslcn ln lcoal ocmmunltles, and faollltate
llnks and netwcrks whloh wlll be ln the best lnterests cf pecple aooesslng LR servloes.
ER principles and standards
These prlnolples are reprcduoed frcm the FaCS Cuiding Princip|es and Service Standards FF Wcrkbcck.
Principle 1: Access and equity
^genoles maxlmlse aooess fcr all pecple experlenolng fnanolal orlsls, and ensure equlty ln the
dellvery cf servloe.
Serr|ce Staadard
Ycur servloe:
N dlstrlbutes LR frcm aooesslble settlngs and at ocnvenlent tlmes;
N cffers olear and aoourate lnfcrmatlcn regardlng lts servloes;
N has olear guldellnes and ocnslstent praotloes fcr the equltable prcvlslcn cf LR.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
16
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
17
Principle 2: 0lient dignity, respect and rights
^genoles respeot and uphcld the dlgnlty and rlghts cf eaoh perscn cr famlly requestlng LR.
Serr|ce Staadard
Ycur servloe:
N respcnds tc eaoh perscn/famlly wlth respeot, and ln a ncn judgemental way;
N aokncwledges eaoh perscn`s lndlvlduallty, olroumstanoes and needs, and enocurages self
rellanoe;
N cffers ollents the cppcrtunlty tc partlolpate ln deolslcn maklng and ohcloe cf asslstanoe,
wlthln the oapaolty cf the agenoy;
N uphclds ollent rlghts wlthln the LR servloe.
Principle 3: 0ultural appropriateness
^genoles embraoe and respcnd apprcprlately tc oultural dlverslty.
Serr|ce Staadard
Ycur servloe:
N ls aooesslble tc pecple frcm dlverse oultural, rellglcus and llngulstlo baokgrcunds;
N ls sensltlve tc oultural, llngulstlo and rellglcus baokgrcunds and demcnstrates respeotful,
oulturally ocmpetent praotloe.
Principle 4: Agency culture and practice
^genoles prcvlde a safe and dlgnlfed envlrcnment fcr the prcvlslcn cf LR.
Serr|ce Staadard
Ycur servloe:
N prcvldes faollltles and ways cf wcrklng whloh are welocmlng and 'user frlendly`;
N prcvldes fcr the safety and wellbelng cf ollents, vclunteers and cther staff;
N ls ocmmltted tc lnduotlcn, tralnlng, and suppcrt fcr vclunteers and cther staff.
Principle 6: 0ommunity relevance and responsiveness
^genoles are relevant and respcnslve tc the needs cf the lcoal reglcnal ocmmunlty.
Serr|ce Staadard
Ycur servloe:
N ls aware cf the needs cf pecple experlenolng fnanolal orlsls ln the lcoal/reglcnal ocmmunlty;
N wcrks ln a occrdlnated and ocllabcratlve way wlth cther servloes ln the lcoal/reglcnal area;
N develcps and malntalns referral and suppcrt llnks wlth relevant servloes ln the lcoal/reglcnal
ocmmunlty.
Principle 6: Accountability
^genoles are aoocuntable, and cffer maxlmum ohcloe and beneft tc pecple requestlng LR, wlthln
prcgram and budget llmltatlcns.
Serr|ce Staadard
Ycur servloe:
N malntalns an effeotlve system(s) tc dlstrlbute LR aoocrdlng tc lcoal /reglcnal need;
N the agenoy demcnstrates aoocuntablllty tc ollents fcr servloes reoelved and the way ln whloh
they are prcvlded;
N the agenoy ls aoocuntable tc the ^ustrallan 0cvernment and the lcoal/reglcnal ocmmunlty fcr
funds reoelved and servloes prcvlded.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
18
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
19
VAluS AN0 AIIIIu0S: IkAININ0 Xk0IS
llease read the fcllcwlng:
1) lecple tcday dcn`t kncw what lt`s llke tc be pccr. lt`s nct llke the Depresslcn, cr the
starvlng ohlldren ln ^frloa.
2) They`re nct pccr, they`ve gct a new televlslcn and DvD.
3) Ycung glrls get pregnant dellberately cver and cver, just tc get the beneft.
4) Ycung pecple just dcn`t want tc wcrk.
5) lecple are cnly pccr beoause they oan`t budget they`re just bad mcney managers.
6) lecple are just rlpplng cff the scolal seourlty system.
7) They wculdn`t be pccr lf they dldn`t buy olgarettes and takeaway fccd.
{Iuoements aoateo |rum 4ustra||ans |n |u.ert,, 8rutnernuuo u| St |aurenceJ.
Dc ycu agree cr dlsagree wlth the statements abcve?
N Fcr eaoh cf the statements abcve ohccse frcm a soale cf 1 tc 10. lf ycu strcngly agree wlth
the statement put a (1) and sc cn. lf ycu strcngly dlsagree put a (10).
N Fcr eaoh answer alsc wrlte dcwn the reascns why ycu ohcse that number.
N lf ycur feellngs lay scmewhere ln between 1 and 10, ohccse the number whloh lndloates hcw
ycu dc feel.
g. Statemeat 1:
1) lecple tcday dcn`t kncw what lt`s llke tc be pccr. lt`s nct llke the Depresslcn, cr the
starvlng ohlldren ln ^frloa.
^nswer by seleotlng belcw the number that best redeots the degree tc whloh ycu agree cr
dlsagree wlth thls statement.
Strorg|] Agree Agree 0|sagree Strorg|] 0|sagree
1 2 3 4 5 6 7 8 9 10
Dlsouss ycur answers wlth ycur occrdlnatcr. Can the results be matohed wlth ycur 0rganlsatlcn`s
lclloy and the lrlnolple`s and Standards cf Servloe frcm FaCS? what oan be dcne lf ycur
perscnal feellngs cr bellefs dlffer frcm the apprcaoh cf ycur servloe?
{4oateo |rum tne |utneran 6ummun|t, 6are S4 |k ra|n|n |ac|aeJ.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
18
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
19
An illustration oI the principles oI service
Irom your client's perspective
6
Ihe Ageac, 0ffers Ne
Nas|mam 0ho|ce &
8eaet, w|th|a Program
& 8adget l|m|tat|oas
|k ru.|s|un |s oaseo un a c||ent centreo aruacn. ne
0|aram aou.e oemunstrates anat tn|s means |rum tne
c||ent's ersect|.e ano |nc|uoes tne s|\ bas|c lr|rc|p|es of
V|r|rur Ser|ce Stardards |rum |a6S
l have the
rlght tc
expeot.
1
Access & qa|t,
5
Ihe Ageac, to he
ke|eraat & kespoas|re
to N, 0ommaa|t,
2
N, 0|ga|t, & k|ghts to
he aphe|d
4
A Safe & 0|ga|ed
ar|roameat
3
0a|tara|
Appropr|ateaess &
kespect
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
20
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
21
1he role oI the ER worker
The rcle cf the LR wcrker ls tc prcvlde asslstanoe tc pecple ln need ln the mcst respcnslve and
dlgnlfed manner pcsslble.
The LR wcrker:
N prcvldes fnanolal and materlal ald tc address the mcst presslng fnanolal prcblems and/cr
explcres cther ways cf resclvlng these, eg. negctlatlng wlth a landlcrd (cnly lf wlth the ollent`s
permlsslcn) tc repay rent cver tlme, cr baslo negctlatlcns wlth cther oredltcrs;
N ensures that the ollent ls reoelvlng all the benefts and ocnoesslcns tc whloh they are
entltled, eg. scolal seourlty entltlements, energy and telephcne ocnoesslcns;
N prcvldes cptlcns tc the ollent cn a range cf lssues, suoh as budgetlng cr hcuslng;
N determlnes lf there are any addltlcnal prcblems wlth whloh the ollent requlres asslstanoe, eg.
fnanolal ocunselllng;
N ensures that prcper referrals are made tc ancther servloe lf the ollent requests further
asslstanoe.
LR wcrkers wlll elther:
N prcvlde LR as part cf an LR servloe; cr
N prcvlde LR as part cf thelr dutles ln a brcader rcle as a fnanolal ocunsellcr, health cr cther
welfare wcrker.
INP0kIANI N0I
ln an LR servloe, any wcrker whc ls a vclunteer cr an unquallfed welfare wcrker ls nct: a perscnal
ocunsellcr, scolal wcrker, drug and alochcl ocunsellcr cr psyohclcglst. Referrals tc speolallst
servloes oan be cffered tc ollents lf requlred as part cf a range cf cptlcns fcr further asslstanoe.
0nderstanding your client's rights
Lverycne has a dlfferent set cf values based cn thelr cwn bellefs, experlenoes and ldeas. Ycur
values mean that ycur attltudes tc ollents may vary and wlll affeot the way ycu help pecple. The
cld ldea cf the 'deservlng pccr` ls an example cf thls. ^ll ollents are equally deservlng althcugh
eaoh perscn has dlfferent needs, attltudes and bellefs. lt ls lmpcrtant fcr ycu tc understand that
we all make dlfferent assumptlcns abcut what ls aooeptable behavlcur and lt ls lmperatlve that
these assumptlcns dc nct oclcur ycur judgement abcut whether scmecne needs LR.
Fcr example, the fcllcwlng are dlfferent values, wlth whloh ycu may cr may nct agree, hcwever,
they are the values upcn whloh a perscn makes the deolslcns abcut thelr llfe.
| think it's mcre impcrtant tc stay hcme and |cck after my kids rather than wcrk, even if we're
strugg|ing with mcney."
|t's mcre impcrtant tc get the mcney sc | can give the kids a gccd educaticn."
|'d rather send the kids cff tc schcc| dressed nice|y, sc pecp|e dcn't kncw we're pccr, even if it
means gcing withcut fccd."
| kncw the kids haven't had encugh tc eat, but if | dcn't have cigarettes |'|| gc crazy."
wlthhcldlng asslstanoe cr trylng tc make pecple ohange thelr behavlcur ln crder tc get LR ls
unprcfesslcnal, ocunterprcduotlve and generally leads tc:
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
20
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
21
N pecple lylng tc get asslstanoe;
N deterrlng them frcm seeklng help;
N maklng them turn tc cthers whc may nct be able tc help them as effeotlvely;
N pecple nct seeklng help untll lt`s tcc late and thelr llves are ln deeper orlsls;
N ollents dlsoredltlng ycur agenoy and the welfare seotcr ln general.
Ycur rcle ls tc asslst ln the dlstrlbutlcn cf LR aoocrdlng tc ycur agenoy`s pclloy. Ycur agenoy wlll have
wrltten pclloles cr establlshed praotloe prcoedures. lt oan help lf a slmple ocde cf ocnduot fcr
ollents ls dlsplayed vlslbly ln the reoeptlcn area, thls may asslst ln addresslng mlsunderstandlngs. ^
wrltten ocde cf ocnduot fcr wcrkers as part cf ycur crlentatlcn paokage ls alsc lmpcrtant.
lt ls nct up tc ycu tc judge ycur ollents aoocrdlng tc ycur cwn perscnal ldeals cr bellefs. Tc put
these aslde and tc asslst scmecne sclely cn thelr level cf presentlng need and the rescuroes
ycur agenoy has avallable ls a dlffoult exerolse, yet cnoe mastered lt wlll mean better cutocmes
fcr LR ollents and a greater sense cf prcfesslcnallsm fcr ycu as a wcrker.
How do clients Ieel?
ln a scolal aotlcn and researoh prcjeot by the Brctherhccd cf St Laurenoe, pecple desorlbed the
stress and anxlety asscolated wlth the laok cf avallable oash. Thlrteen cf the 20 partlolpants cf
the Changlng lressures prcjeot stated that they used LR servloes fcr fccd, olcthlng and
asslstanoe wlth bllls. They explalned hcw oruolal these servloes were tc thelr survlval, but
desorlbed the dlsocmfcrt they felt ln havlng tc aooess the LR agenoles.
INP0kIANI N0I
ln the frst Changlng lressures bulletln the authcrs stated that the partlolpants were particu|ar|y
sensitive tc any criticisms cr judgements abcut their |ifesty|es by service prcviders."
Examples oI client views
Belcw are a number cf quctes frcm the Changlng lressures prcjeot, desorlblng partlolpants`
thcughts cn LR.
| use the services fcr fccd main|y, and gas and e|ectricity jbi||s], just cccasicna||y when |'m rea||y
cn the dcwns, jThe service is] very he|pfu|, ctherwise | wcu|d have |cst my je|ectricity] ccupcn,
then | wcu|d have had tc pay the amcunt in fu||. j/sking fcr he|p is] embarrassing, it rea||y is, very
embarrassing."
| can't praise them jthe service] encugh. They have been absc|ute|y fantastic. |f |'ve gct a
prcb|em that is nct fnancia| cr | am emcticna||y upset, |'|| just ring up there and they'|| put me
cntc scmecne tc ta|k tc. j/bcut ancther service]. They are there tc he|p tcc but they shcu|d get
pecp|e that are a bit mcre understanding abcut what is gcing cn cut there. Maybe they are nct
gcing thrcugh it, but...just her whc|e attitude rea||y, it is shccking. |t just made ycu fee| |ike a
piece cf dirt."
They are gccd services, they dc he|p, but they have a |ct cf ccnditicns cn them. jOne
crganisaticn] they cn|y ccme cnce a mcnth. They give ycu the same thing every time tci|et
paper is nct any gccd tc eat...if ycu ask fcr a fccd vcucher, ycu dcn't want tci|et paper...there are
sc many packets cf tccthbrushes and tccthpaste, encugh fcr six cr seven mcnths."
They jFF prcviders] have been rea||y he|pfu| but they make ycu fee| awkward fcr being there.
Ycu've gct tc exp|ain why ycu're there, ycu've gct tc prcve tc their satisfacticn that ycu rea||y dc
need the he|p. That's nct rea||y easy tc dc. | mean ycu can take scme cf ycur receipts tc shcw
hcw much rent ycu pay, ycu can take the receipt that shcws ycu're behind in ycur rent but that
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
22
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
23
sti|| dcesn't rea||y prcve that ycu've gct nc mcney fcr fccd. Ycu can take ycur pensicn paperwcrk
that shcws hcw much ycur inccme is and hcw much ycu pay cut, but it sti|| dcesn't rea||y prcve
anything and it scrt cf makes ycu fee| unccmfcrtab|e. That's the cn|y prccf |'ve gct sc | dcn't gc
there un|ess | rea||y have tc."
{4oateo |rum 6nan|n |ressures, ne 8rutnernuuo u| St. |aurence, Varcn 1996J.
0lINIS, k w0kkkS AN0 NPAIY: IkAININ0 Xk0IS
The fcllcwlng oase examples are deslgned tc help ycu thlnk abcut hcw ollents feel. Read oarefully
and answer the questlcns fcllcwlng. Ycu oan always ask ycur occrdlnatcr fcr asslstanoe lf ycu`re
nct sure cf the answers.
Case 5tudy 1: 1ehn and Chr|s.
1chn and Chrls are a ocuple wlth twc sohccl aged ohlldren. They went tc an agenoy ln lerth w^
fcr the frst tlme, shcoked at what had happened tc them after 1chn lcst hls jcb.
|'d been emp|cyed with the same frm fcr the past nine years. Management decided tc fatten
the crganisaticna| structure. /s a |cwer part cf the management team | was cne cf the frst tc gc.
| |cst my jcb seven mcnths agc and | thcught |'d get ancther quick|y, | mean | was prepared tc dc
anything within reascn!
My redundancy pay went cn the mcrtgage and we made ends meet fcr a whi|e, but when nc wcrk
came up, | had tc app|y fcr a Centre|ink payment |'ve never had tc dc this befcre. | can't rea||y
be|ieve it's a|| happening, we haven't gct encugh fccd tc get us thrcugh tc the next payment day
and | can't pay the car registraticn. | rea||y need the car because the nearest bus service is fve
ki|cmetres away, and we've gct nc cther way tc get cur shcpping cr fcr me tc try and fnd wcrk.
Fcr pecple whc are experlenolng thelr frst majcr fnanolal orlsls, ocmlng tc terms wlth havlng tc
ask fcr help and gradually adjustlng tc blg ohanges ln thelr llfestyles are cnly twc cf the hurdles
they have tc faoe. Negctlatlng aooess lntc the 'welfare system` oan be a ollent`s frst experlenoe
cf pcwerlessness. ln 1chn`s oase, he oan cbvlcusly see that hls present sltuatlcn ls nct hls
fault and he stlll belleves that thlngs wlll lmprcve.
qaest|oas
1. Make a llst cf all the fnanolal ohanges that ycu thlnk are llkely tc have coourred tc 1chn and
Chrls lf they return tc ycur agenoy fcr ald ln 18 mcnths tlme.
2. Llst scme ohanges that may have coourred ln hcw the whcle famlly ls ocplng.
3. Desorlbe ln shcrt, hcw ycu thlnk 1chn wlll 'feel` ln 18 mcnths tlme as a result cf hls belng
unemplcyed, lf he returns tc ycur agenoy fcr asslstanoe.
4. Dlsouss ycur fndlngs wlth ycur occrdlnatcr.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
22
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
23
Case 5tudy 2: Kerry.
Kerry, frcm 0eelcng ln vlotcrla, ls a scle parent wlth three ohlldren aged nlne, seven and fcur.
She has been tc the agenoy nlne tlmes ln the last three years [the maxlmum number cf tlmes
allcwed]. Frcm prevlcus vlslts we kncw that Kerry had her frst ohlld at 17 and was the vlotlm cf
dcmestlo vlclenoe frcm leter, the father cf her ohlldren, whc left Kerry when the ycungest ohlld
was seven mcnths cld. Kerry pays twc thlrds cf her penslcn cn rent.
1
|'m fcur weeks behind in my rent and the agent says that if | dcn't pay up by Saturday he's gcing
tc start evicticn prcceedings. |'m scrry tc be back asking fcr he|p again but | just dcn't seem tc
be ab|e tc budget my mcney, nc matter what | dc.
Peter is back frcm /de|aide, he's gct a jcb driving trucks between here and Mt. Cambier. He
wants me and the kids tc mcve back in with him when he sett|es in. | dcn't kncw what tc dc. |
think maybe it ccu|d wcrk better ncw that we're a bit c|der, especia||y if | dcn't nag him sc much
and the kids are cver the crying stage. |t wcu|d be gccd fcr the kids tc have a father again."
lt ls ocmmcn fcr pecple whc experlenoe lcng term prcblems suoh as abuse cr ohrcnlo pcverty tc
'blame` themselves fcr thelr sltuatlcn. Unllke 1chn [Case Study 1], Kerry sees bcth her perscnal
and fnanolal prcblems as stemmlng frcm her falllngs and feels gullty abcut havlng tc ask fcr help
agaln. ^fter repeated negatlve llfe experlenoes, Kerry has 'learned helplessness` bellevlng that nc
aotlcn she takes wlll ocntrcl the cutocmes.
{4oateo |rum Iames u. 8aroer, 8e,uno 6aseaur|J.
qaest|oas
1. ^re there any faotcrs beycnd Kerry`s perscnal ocntrcl that have ocntrlbuted tc her ourrent
orlsls? Llst these [lf any].
2. Kerry`s lcw self esteem ls cbvlcus. Can ycu llst any pcsltlve thlngs that Kerry has aohleved?
3. lf ycu were helplng Kerry wlth LR, what wculd ycu dc?
4. Dlsouss ycur fndlngs wlth ycur occrdlnatcr.
Privacy
lrlnolples, pclloles and praotloes cur cutllned belcw tc gulde oclleotlng, stcrlng and uslng
perscnal and ocnfdentlal lnfcrmatlcn. Thls ls based cn requlrements under the NSW Privacy and
Perscna| |nfcrmaticn Prctecticn /ct. That ^ot ls brcadly slmllar tc the Federal Privacy /ct 1988
(as amended ln 2001). Detalls cn the Federal ^ot ls prcvlded ln lart 3 that fcllcws.
Ycu shculd oheok tc see lf State/Terrltcry speolfo leglslatlcn ls ln plaoe that ycu need tc ocmply
wlth. lrlvaoy ls an lmpcrtant rlght by assurlng ollents that lnfcrmatlcn they glve ycu wlll be
treated as prlvate, ycu lmprcve the llkellhccd that they wlll glve tc ycu relevant lnfcrmatlcn. 0ccd
servloe prcvlslcn shculd ensure ollents have the rlght tc prlvaoy, whether cr nct Federal cr State/
Terrltcry law requlres thls frcm ycu as a wcrker and servloe.
1
4 2008 ana|,s|s o, 460SS ano hat|una| Sne|ter |uuno tnat 85,000 kent 4ss|stance rec||ents a, mure tnan 50 u| tne|r
|ncume un rent. n|s |s ae|| aou.e |nternat|una| oencnmar|s u| a||uroao|||t,, enera||, cuns|oereo tu oe oe|ua at |east 80 u|
|ncume.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
24
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
25
Principles
The ^ot sets cut a serles cf |nfcrmaticn Prctecticn Princip|es tc gulde the oclleotlcn and use cf
perscnal lnfcrmatlcn. lerscnal lnfcrmatlcn must be oclleoted:
N fcr lawful purpcses dlreotly related tc a funotlcn cr aotlvlty cf the agenoy and where the
oclleotlcn ls neoessary fcr that purpcse;
N frcm the lndlvldual tc whcm the lnfcrmatlcn relates, unless ctherwlse authcrlsed cr the
lnfcrmatlcn ls oclleoted under an applloable exoeptlcn;
N ln olroumstanoes where the lndlvldual frcm whcm lt ls oclleoted ls made aware cf the faot
that lt ls belng oclleoted, the purpcse fcr oclleotlng lt, lntended reolplents cf the lnfcrmatlcn,
whether the supply ls mandatcry cr vcluntary, relevant rlghts tc aooess and tc ocrreot the
lnfcrmatlcn and the name and address cf the oclleotlng agenoy and any hcldlng agenoy; and
N taklng reascnable steps tc ensure the lnfcrmatlcn ls relevant, aoourate nct exoesslve and up
tc date and that the oclleotlcn dces nct unreascnably lntrude cn the lndlvldual`s perscnal
affalrs.
where agenoles stcre perscnal lnfcrmatlcn they must:
N ensure that lt ls kept nc lcnger than neoessary and dlspcsed cf apprcprlately, ls prcteoted by
reascnable seourlty safeguards, and prcteoted frcm unauthcrlsed use cr dlsolcsure when
made avallable tc a thlrd party fcr prcvlslcn cf a servloe tc the agenoy;
N prcvlde lndlvlduals wlth suffolent lnfcrmatlcn abcut the agenoy`s hcldlngs cf perscnal
lnfcrmatlcn tc enable the lndlvldual tc exerolse relevant rlghts;
N prcvlde lndlvlduals wlth aooess tc perscnal lnfcrmatlcn abcut themselves wlthcut
unreascnable delay and expense; and
N ocmply wlth lndlvldual requests tc amend thelr perscnal lnfcrmatlcn tc ensure that lt ls
relevant up tc date, ocmplete and nct mlsleadlng.
^genoles prcpcslng tc use cr dlsolcse perscnal lnfcrmatlcn must:
N take reascnable steps tc ensure lts aoouraoy befcre use;
N use lt cnly fcr the purpcse fcr whloh lt was oclleoted, fcr a dlreotly related purpcse, fcr a
purpcse tc whloh the lndlvldual has ocnsented, where the use ls neoessary tc prevent cr
lessen a threat tc llfe cr health cr subjeot tc an applloable exoeptlcn;
N cnly dlsolcse lt fcr a purpcse dlreotly related tc a purpcse cf oclleotlcn and where the
lndlvldual ls unllkely tc cbjeot, where the lndlvldual has been put cn nctloe that lnfcrmatlcn ls
usually dlsolcsed tc the relevant perscn cr bcdy, where the dlsolcsure ls neoessary tc
prevent cr lessen a threat tc llfe cr health, cr subjeot tc an applloable exoeptlcn;
N nct dlsolcse perscnal lnfcrmatlcn abcut a perscn`s ethnlo cr raolal crlgln, pclltloal cplnlcns,
rellglcus cr phllcscphloal bellefs cr trade unlcn membershlp unless dlsolcsure ls neoessary
tc prevent cr lessen a threat tc llfe cr health cr ls subjeot tc an applloable exoeptlcn; and cnly
dlsolcse lnfcrmatlcn tc lndlvlduals cr crganlsatlcns cutslde NSw under apprcved
olroumstanoes.
Managerial responsibilities
lt ls the respcnslblllty cf the managers cf the crganlsatlcn tc adcpt prcoedures tc ensure that
these prlnolples are cbserved ln the oclleotlcn, use, stcrage, cr dlsolcsure cf perscnal
lnfcrmatlcn.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
24
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
25
Employee responsibilities
Staff members shculd alsc cbserve these prlnolples when deallng wlth perscnal lnfcrmatlcn ln
the ocnduot cf ollent lnfcrmatlcn, ocnduotlng researoh, cr undertaklng ocnsultatlcn cr advcoaoy
wcrk. Staff members are enocuraged tc ralse any ocnoerns they may have regardlng prlvaoy
lssues ln the ocnduot cf thelr wcrk, and tc repcrt any breaohes cf prlvaoy that they may cbserve.
0ondentiality
Mcst crganlsatlcns ycu wlll wcrk fcr have a pclloy cn prlvaoy and ocnfdentlallty and may ask ycu
tc slgn a fcrm abcut ocnfdentlallty whloh asks ycu nct tc dlsolcse lnfcrmatlcn tc anycne abcut
the ollents cf that servloe.
when we dc an lnltlal assessment we have tc have the ollent`s permlsslcn tc refer tc ancther
agenoy. 0therwlse we oan`t speak tc them abcut that perscn.
we cnly gather encugh lnfcrmatlcn abcut the perscn tc make an assessment tc prcvlde them
wlth a servloe. Ncthlng mcre. lf we asked abcut thelr rellglcn cr thelr pclltlos when assesslng
them, wculd that be 0K? Nc, that ls lnfcrmatlcn we dcn`t need tc assess thelr ellglblllty fcr
servloe.
They dcn`t have tc answer questlcns abcut themselves. They oan wlthhcld lnfcrmatlcn fcr prlvaoy
reascns. Muoh cf thls ls enshrlned ln lrlvaoy leglslatlcn. lf my nelghbcur wcrks fcr the bank and
lccks up my bank balanoe cut cf lnterest, then they wculd be breaohlng the Privacy /ct.
Ycu shculd never dlsolcse lnfcrmatlcn abcut a perscn wlthcut thelr express permlsslcn. Ycu
oannct tell anycne cutslde cf ycur crganlsatlcn anythlng abcut ycur ollent. Thls lnoludes cther LR
servloe prcvlders wlthln, cr cutslde cf ycur area. Thls ls cf partloular lmpcrtanoe fcr crganlsatlcns
wantlng tc oheok tc see lf ollents are sc oalled dcuble dlpplng. Ycu oan`t, as lt ls a breaoh cf
prlvaoy fcr ycur ollent and ls unethloal as a wcrker ln an LR sltuatlcn.
There ls a general expeotatlcn and legal respcnslblllty fcr all wcrkers ln a ocmmunlty servloes
envlrcnment tc wcrk at all tlmes wlth the ollent`s best lnterest as the mcst lmpcrtant
ocnslderatlcn.
When duty oI care can override client condentiality
The servloe and lts wcrkers have a duty cf oare tc the ollents whc may be affeoted by a wcrker`s
ACTIONORAFAILURETOACT wcrkers have a legal cbllgatlcn tc take reascnable oare tc prevent a
ollent, a ollent`s ohlld, cther wcrkers, cther servloe prcvlders cr the general ocmmunlty frcm belng
harmed.
Lxamples cf thls lnolude:
A ch||d at r|sk
^ wcrker nctloes slgns that a ohlld may be belng abused eg marks lndloatlng scmecne may have
been hlttlng them. Shculd they lgncre lt? Nc. Suoh an cbservatlcn must be repcrted tc a
supervlscr ctherwlse lt ls a breaoh cf duty cf oare.
An eb||gat|en net te cencea| a cem|eted er |ntended cr|me.
^ ollent reveals that they rcbbed the lcoal plzza restaurant where the manager gct stabbed.
Dlsolcsure may be requlred when ln the perscn`s lnterest.
Where the ersen |s su|c|da|.
There may be a duty tc warn a thlrd party whc ls ln danger.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
26
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
27
Ycu refer a ollent cn tc ancther servloe, after he has been ln ycur cffoe and shcuted ln a
threatenlng way tc ocme baok and hurt the vclunteer whc oculdn`t glve hlm any materlal ald
beoause he had reaohed the llmlt cf the number cf tlmes ycur pclloy states he oculd be asslsted
ln cne year. He had soared everycne ln the cffoe and yelled that the next plaoe had better glve
hlm scmethlng cr they wculd ocp lt. Ycu thcught ycu oculdn`t tell the agenoy ycu referred hlm cn
tc beoause cf ollent ocnfdentlallty. Ycu must lnfcrm them cf the sltuatlcn.
INP0kIANI N0I I0k V0luNIkS
^lways refer any cf the abcve sltuatlcns tc ycur supervlscr fcr further aotlcn as sccn as ycu
praotloally oan. Be aware cf ycur duty cf oare respcnslblllty.
Fcllcwlng ls an example cf the type cf fcrm needed fcr ycu tc release lnfcrmatlcn regardlng ycur
ollent wlth thelr ocnsent. lt ls gccd praotloe tc get the ollent tc read thrcugh the lnfcrmatlcn ycu
wlll be releaslng and then tc slgn the agreement.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
26
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
27
Sample Letter oI Authority to Release InIormation
(^genoy Letterhead)
Authority to Release 0ondential 0lient InIormation to Another Agency
Name cf ^genoy Referred tc
^ddress
Telephcne
Ccntaot lerscn
l glve my permlsslcn fcr .......... cf the ........... Lmergenoy Rellef
Servloe tc fcrward the ocnfdentlal lnfcrmatlcn ln my fle. l belleve that the lnfcrmatlcn ls the
mlnlmum requlred fcr ycu tc further asslst me fcr the servloe/s cutllned belcw.
(Name cf Cllent) Slgnature cf Cllent
(Name cf wcrker) Slgnature cf wcrker
^ddress
Telephcne
Name cf 0rganlsatlcn
Detalls cf Servloe Requlred frcm ^genoy
0ther Relevant lnfcrmatlcn
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
28
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
29
Assessing 0lients
0hecklist ~ Assessment
The oheokllst belcw prcvldes a summary cf the pclloy areas used ln an assessment.
Cheokllst cf lclloles tc Help ycu ln Maklng ^ssessments:
N whc ls ellglble fcr the servloe (cnly pecple frcm wlthln the lcoal gcvernment area, cr pecple
frcm a partloular target grcup)? what abcut pecple frcm cutslde ycur guldellnes, llke thcse
frcm ancther area, where the LR prcvlder has run cut cf funds? 0r pecple whc have travelled
frcm ancther lcoatlcn cut cf ycur reglcn?
N The type and amcunt cf ald tc prcvlde.
a) Scme agenoles have a set fcrmula cf asslstanoe whloh ls wcrked cut cn the basls cf a
oertaln dcllar amcunt per perscn. lt may lnolude cther varlables suoh as publlo/prlvate
hcuslng.
Famlly ocmpcsltlcn wlll determlne the level cf payment ycu glve tc ollents.
what ls the amcunt glven ln ycur agenoy fcr a:
Slngle perscn 5?
Ccuple 5?
Ccuple/1 ohlld, 2 ohlldren, 3 ohlldren.. 5?
N Hcw cften the ollent oan be asslsted (fcr example, three tlmes per year cr mcre frequently as
determlned by the agenoy).
N what cther asslstanoe ycur agenoy reocmmends ycu prcvlde (eg. help wlth aooess tc
benefts/ocnoesslcns, advcoaoy and referral).
^s we have seen frcm the earller seotlcns, pecple ln thelr frst majcr fnanolal orlsls thrcugh tc
thcse whc have kncwn pcverty cver a lcng perlcd, experlenoe varylng degrees cf frustratlcn, gullt,
lcw self esteem and pcwerlessness.
By the tlme they seek LR, they are cften ln desperate olroumstanoes, fndlng themselves fcr
example, wlthcut fccd, pcwer, hcuslng cr cther essentlal servloes.
By vlrtue cf ycur rcle as a servloe prcvlder tc pecple ln suoh vulnerable olroumstanoes, ycu are
seen tc be ln a pcsltlcn cf pcwer. Be mlndful cf thls. ^sslst the ollent tc regaln thelr sense cf
pcwer by lettlng them make deolslcns abcut what ls best fcr them. By glvlng them a range cf
cptlcns whloh wlll best sult thelr needs ycu are glvlng the ollent the ohcloe and henoe a sense cf
ocntrcl cver thelr cwn llfe.
Deolslcns cn asslstanoe shculd be made aoocrdlng tc the orlterla cutllned ln ycur agenoy`s pclloy.
Hcwever, desplte the olearest guldellnes, there are cften areas where ycu wlll be requlred tc use
ycur cwn judgement. These deolslcns are cften:
N hcw muoh materlal ald tc glve;
N the extent tc whloh ycu wlll help them wlth further ald cr lnfcrmatlcn;
N advcoatlng cn thelr behalf cr arranglng a referral wlth the ollent`s permlsslcn.
lt ls essentlal that help ls nct denled beoause ycu dcn`t agree wlth the scrt cf 'ohcloes` that the
ollent has made ln the past, cr thlnk they may make ln the future.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
28
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
29
lt may seem easler cr mcre apprcprlate tc help a ollent whcse values and bellefs are olcse tc
ycur cwn. Hcwever, ycu must reocgnlse that every perscn has the rlght tc make deolslcns abcut
thelr cwn llves and every ollent shculd be treated equally. Ycu shculd be aware that there ls a
dlfferenoe between advlslng ollents cf servloes that exlst whloh may be cf beneft tc them, and
telllng ollents what they shculd dc based cn ycur cplnlcn.
INP0kIANI N0I
Remember that ycur perscnal judgements may be dlfferent tc thcse cf ycur ollents. Ycur
prcfesslcnal judgements must redeot thcse cf ycur agenoy`s pclloles. Thls ls a key ocmpcnent tc
ycur understandlng cf what makes a gccd LR wcrker.
0lINI ASSSSNNI I: IkAININ0 Xk0IS
Think abcut the fc||cwing cases and use ycur agency's pc|icies in the fcur areas cut|ined in the
check|ist (abcve) tc make an assessment cf the c|ient's need and hcw ycu wcu|d assist them.
Then answer the questicns be|cw.
Case 5tudy 3: Mary.
Mary ls a scle parent wlth three ohlldren aged 10, 8 and 7 (llvlng ln publlo hcuslng ln an cuter
suburb). Ycur agenoy has reoelved a request fcr ycu tc dc a hcme vlslt as Mary has nc oash fcr
transpcrt and she ls shcrt cn fccd. when ycu get tc Mary`s hcuse she asks ycu ln fcr a oup cf
tea. The hcuse ls a mess. Ycu nctloe a new Tv and vldec player ln the lcunge, althcugh mcst cf
the cther furnlture ls cld and wcrn. Mary says that the reascn she`s sc shcrt cn oash ls that she
bcught the Tv and vldec cn hlre purohase three mcnths agc and she oan`t keep up the payments.
Case 5tudy 4: Ken.
Ken vlslts the agenoy fcr a seocnd tlme. He ls hcmeless, 16 and requests oash. Ycu kncw frcm
the last vlslt that he left hcme at 12 and has been llvlng cn the streets ever slnoe. He mcstly
travels arcund by traln and cnly has a few mates. 0n the last vlslt ycu cffered tc help wlth a
referral tc a ycuth refuge. Ken rejeoted all ycur cffers, he thlnks wcrk ls a lcad cf orap. He
admlts that he dces the rcunds cf welfare, mcstly plaoes where he oan get a hct meal cr a bed
fcr the nlght when lt`s really ocld. ^fter ycu arranged a 525 fccd vcuoher fcr hlm last tlme, ycu
later saw hlm slttlng ln the street drlnklng tlnnles.
Case 5tudy 6: Lyn.
Lyn ls an lndlgencus ^ustrallan. She ls a scle parent wlth fcur ohlldren aged 13, 7, 5 and 3. Lyn
llves ln publlo hcuslng. She ocmes tc ycur agenoy every three cr fcur weeks. She cften suppcrts
up tc slx cther members cf her extended famlly. Lyn wculd llke tc have a break frcm the klds but
oannct leave them wlth famlly cr frlends.
Case 5tudy 6: 1|mmy and 6reta.
1lmmy and 0reta are lnvalld penslcners, wlth twc grcwn ohlldren ncw llvlng away frcm hcme.
1lmmy has a severe kldney prcblem. 0reta ls dlabetlo. They have been helped ln the past wlth a
large amcunt cf mcney ralsed thrcugh a ocmblned effcrt wlth cther agenoles fcr repalrs tc thelr
oar (whloh ls neoessary fcr them tc get tc medloal treatment). They have large hlrepurohase
debts, yet they have very few pcssesslcns.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
30
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
31
qaest|oas
1. Fcr eaoh cf the oases, llst hcw ycu wculd respcnd tc the prcblems lf ycu were the ollent.
Ccmpare thls wlth ycur agenoy`s reocmmended asslstanoe.
2. lf ycu cnly had encugh materlal ald tc help twc cf the oases, whloh cnes wculd ycu ohccse
and why? what wculd ycu dc fcr the cther oases?
3. Dlsouss ycur respcnses wlthln the tralnlng grcup cr wlth ycur occrdlnatcr.
Access and equity
Cheok tc see lf ycur agenoy`s ocde cf ethlos lnoludes a pclloy cn dlsorlmlnatlcn. ^n example ls
that nc ollent wlll be dlsorlmlnated agalnst cn the basls cf gender, raoe, age, rellglcn, sexual
preferenoe, marltal status cr dlsablllty.
The fcllcwlng tralnlng exerolses ralse dally experlenoes lnvclvlng dlsorlmlnatlcn lssues.
lt ls lmpcrtant tc ocnslder the llkely range cf feellngs cf pecple whc are requestlng ycur help wlth
LR. 0enerally, pecple are cverwhelmlngly unocmfcrtable and pcwerless. They are cften
embarrassed abcut havlng tc ask fcr help cr they belleve pecple are maklng judgements abcut
why they need asslstanoe.
Researoh shcws that pecple tend tc rely cn thelr cwn rescuroes cr turn tc frlends and relatlves
befcre apprcaohlng welfare agenoles fcr asslstanoe beoause cf the stlgma attaohed tc asklng fcr
oharlty. 0ften, the ollent`s request fcr asslstanoe ls thelr 'last rescrt` fcr help.
lecple seeklng asslstanoe are ln a vulnerable state. ln many oases they dcn`t kncw hcw they wlll
get thelr next meal cr where they wlll sleep. They are unsure abcut whether cr nct ycu are gclng
tc prcvlde asslstanoe cr lf ycu wlll make the typloal judgements cur scolety makes abcut pecple
whc are cn lcw lnocmes and oannct ocpe.
0IS0kININAII0N: IkAININ0 Xk0IS
qaest|oas
1. In a tra|n|ng greu er staff meet|ng, d|scuss what the e||cy en ant| d|scr|m|nat|en means
|n ract|ce.
What are ycur |ega| respcnsibi|ities under the anti discriminaticn and equa| cppcrtunities
|egis|aticn?
Ycu might invite a |awyer frcm ycur |cca| |ega| aid service tc address the grcup cn this issue
tc answer any questicns ycu may have. Fcr examp|e, |f | dcn't give fnancia| assistance tc a
c|ient, ccu|d | cr the agency be taken tc ccurt?"
2. Case 5tudy ?: Frank.
Frank apprcaohes Kathy, the reoeptlcnlst at ycur agenoy he has slcw, lcud speeoh and ls
dlffoult tc understand. He starts tc talk tc the pecple ln the waltlng rccm. Kathy oan`t make
muoh sense cf what Frank wants but everycne ls startlng tc lcck unocmfcrtable. Kathy
says, |'m scrry, but we cn|y he|p fami|ies here. Ycu'|| have tc get he|p frcm dcwn the rcad".
(Frank prctests.) Nc, |'m scrry, we can't he|p ycu." Frank leaves and the reoeptlcnlst glves
the pecple ln the waltlng rccm a ocnsplratcrlal wlnk!
Dlsouss whether Kathy has dcne the rlght thlng by Frank and the agenoy. was thls
dlsorlmlnatlcn?
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
30
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
31
3. |scuss these fe||ew|ng exam|es ef where an R werker has refused ass|stance er
referred the c||ent e|sewhere. Are they exam|es ef d|scr|m|nat|en7
.| can't in a|| ccnscience he|p scmecne |ike her she's |iving with ancther man ncw."
.he said his fami|y ccu|dn't eat the fccd because cf scme re|igicus custcm | think that if
ycu're hungry ycu eat anything, sc | said that's a|| we've gct, if ycu dcn't want it, ycu'|| have
tc gc scmewhere e|se fcr he|p."
.she didn't even try tc speak Fng|ish and she's been here fcr 15 years. | can't be bcthered
with a|| the interpreting arrangements sc | said | thcught she'd be better cff gcing tc."
.she's /bcrigina| and there is a |cca| /bcrigina| FF prcvider whc wcu|d be better at he|ping
her, that's why it's there isn't it?
.|'m sure he's been gcing arcund using cther services. Why shcu|d he be ab|e tc 'dcub|e
dip'?"
INP0kIANI N0I
Remember that the amcunts cf asslstanoe glven cut are mcre cften than nct, very small and
lnfrequent tc eaoh ollent per agenoy.
ER and 0iversity in 0ommunity
Thls ls an lmpcrtant area tc understand hcw tc prcperly perfcrm as a wcrker/vclunteer ln the
prcvlslcn cf LR. The bcttcm llne ls respeot fcr ollent`s dlfferenoes and lt gces beycnd the aooess
and equlty laws and ycur agenoy`s pclloles ln thls regard, whloh shculd be ln plaoe.
lt alsc relles cn ycur understandlng that the envlrcnment and servloe trles lts best at all tlmes
nct tc exc|ude pecp|e, even unlntentlcnally, frcm ycur servloe.
0ne strategy ls tc have materlals suoh as dyers, pamphlets, pcsters whloh redeot the lcoal
ocmmunlty. Ycur Lcoal Ccunoll and Centrellnk wlll prcvlde the lnfcrmatlcn ycu need regardlng thls.
Remember that just beoause ycu dcn`t see a oertaln ollent grcup uslng ycur servloe lt dcesn`t
neoessarlly mean that they aren`t cut there, perhaps ln need cf LR but nct understandlng that lt
exlsts. wcrse stlll, ls that they kncw lt exlsts but have felt unocmfcrtable trylng tc aooess the
servloe ln the past beoause cf language, oultural cr rellglcus dlfferenoes cr peroelved dlfferenoes
and attltudes frcm staff.
Awareness oI multiculturalism
The ^C0SS repcrt cn the use cf emergenoy rellef servloes ('Pecp|e in Financia| Crisis |||' ^C0SS,
1999) fcund that pecple frcm C^LD baokgrcunds ocmprlsed between 13 and 17 cf all LR
servloe users.
Desplte 0cvernment (bcth State/Terrltcry and Federal) pclloles cn ethnlo affalrs and
multloulturallsm, pecple frcm oulturally and llngulstloally dlverse (C^LD) baokgrcunds ocntlnue tc
experlenoe a greater degree cf dlsadvantage and pcverty than ^ustrallan bcrn pecple and
mlgrants frcm Lngllsh speaklng baokgrcunds.
lecple frcm C^LD baokgrcunds share the same dlsadvantages as cther ^ustrallans, partloularly
lf they are scle parents, cn lcw lnocmes, have hlgh hcuslng ocsts and cr experlenoe dlffoultles
wlth health, eduoatlcn and ohlldoare. But there are addltlcnal faotcrs whloh oan oause and
ocmpcund thls dlsadvantage, suoh as:
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
32
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
33
N Laok cf Lngllsh language and llteraoy skllls. Fcr skllled mlgrants thls oculd be the laok cf
wcrkrelated Lngllsh skllls suffolent tc be emplcyable ln pcsltlcns held ln thelr ocuntry cf
crlgln.
N Laok cf tralnlng cppcrtunltles. Many have tc dc extra tralnlng at T^FL cr Unlversltles tc
upgrade thelr quallfoatlcns whloh takes mcney and tlme.
N Laok cf reocgnltlcn cf cverseas quallfoatlcns. Lg. lawyers whc have studled a dlfferent legal
system than ln ^ustralla (whloh ls based cn the Brltlsh system cf legal justloe rather than, fcr
example, the Frenoh system), have tc fully retraln. Medloal, teaohlng, aoocuntlng and many
types cf englneerlng and teohnloal tralnlng are areas that oan requlre scme further tralnlng tc
galn reocgnltlcn cf cverseas quallfoatlcns ln ^ustralla.
N Dlffoulty aooesslng adequate lnocme suppcrt. Many reoently arrlved mlgrants tc ^ustralla
must serve a twc year preoluslcn perlcd durlng whloh they are unable tc reoelve any lnocme
suppcrt vla Centrellnk cbvlcusly thls oan ocntrlbute tc demand fcr LR.
N lsclatlcn, wlth nc suppcrt frcm famlly and frlends.
N lre lmmlgratlcn stresses and the hlgh ocst cf resettlement (whloh has been ocsted at
apprcxlmately 530,000 tc 540,000 fcr a ocuple wlshlng tc mlgrate).
N Refugees may alsc suffer the effeots cf tcrture and trauma befcre resettlement and the
anxlety whloh aoocmpanles fcroed mlgratlcn. Thls ls qulte dlfferent and apart frcm mlgrants
whc ohccse tc gc fcrward lntc a new llfe. Thls oan ocntrlbute tc an lnablllty tc readjust and
prcgress ln a mcre natural fashlcn, fcr example learnlng Lngllsh oan be mcre dlffoult fcr
them than fcr cther mlgrants.
N Fear cf lnstltutlcns and crganlsatlcns that represent pcwer, beoause cf the prevlcus
experlenoe cf abuse ln thls area.
N Cultural/gender dlfferenoes (oulture shcok).
N Sterectyplng cr raolsm elther lntentlcnal cr unlntentlcnal frcm the general ocmmunlty, medla
eto.
^ greater degree cf sensltlvlty and empathy are requlred by the LR wcrker when wcrklng wlth
C^LD ollents, ln partloular thcse whc are reoently arrlved mlgrants, refugees and asylum seekers.
Fcr further lnfcrmatlcn ocntaot ycur nearest Mlgrant Rescuroe Centre, Department cf lmmlgratlcn
cr Centrellnk Mlgrant Servloes Unlt.
Awareness oI Indigenous Australians
The ^C0SS repcrt cn the use cf emergenoy rellef servloes ('lecple ln Flnanolal Crlsls lll, ^C0SS,
1999) fcund that lndlgencus ^ustrallans ocmprlsed 14 cf all LR servloe users, althcugh maklng
up arcund 1.6 cf the tctal ^ustrallan pcpulatlcn.
There are dlstlnot ^bcrlglnal and Tcrres Stralt lslander (lndlgencus) oultures even ln areas where
ocmmunltles have been affeoted by western oulture fcr a lcng tlme. There ls a ocntlnuum
between the clder oultural and scolal ways that llnks prcfcundly wlth the mcdern lndlgencus
ocmmunlty. Mcst ncnlndlgencus ^ustrallans dc nct understand suoh hlstcry whloh helps explaln
why pecple cf mlxed desoent scmetlmes (even cften) ldentlfy wlth thelr lndlgencus rather than
thelr Lurcpean anoestry.
Many pecple may fnd lt dlffoult tc defne ^bcrlglnallty, but thls dces nct mean lt ls any less real
cr valld. ln thls ocntext ^bcrlglnal means a perscn whc ldentlfes hlm/herself as an ^bcrlglnal,
Tcrres Stralt lslander cr Cape Barren lslander. lecple whc wcrk wlth lndlgencus pecple must be
aware cf thelr dlfferent oultural baokgrcund (as they wculd wlth any cther perscn) and the lmpaot
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
32
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
33
lt oan have cn the prcoesses lnvclved ln the LR sltuatlcn. The way ln whloh ycu cperate mlght well
mean that the lndlgencus perscn`s value system and oultural tralts are cverlccked and
dlsocuraged qulte unlntentlcnally.
The fcllcwlng oultural lssues may asslst tc deepen ycur understandlng.
Kinship values
lndlgencus pecple have strcng klnshlp tles. Thls means that they have famlly and extended famlly
ocmmltments. ^s ln tradltlcnal tlmes lndlgencus pecple feel great cbllgatlcn tc thelr klnshlp tles.
The extended famlly unlt wlll always ocme frst cver all cther ocmmltments lf there ls a orlsls cr
even a sllght prcblem. Fcr example, an lndlgencus wcman may seek asslstanoe wlth fccd
vcuohers beoause she ourrently havlng tc lcck after a large number cf her extended famlly as well
as her lmmedlate famlly.
0ooperative society
Many lndlgencus ocmmunltles funotlcn ln hlghly occperatlve ways and therefcre share all
rescuroes ocmmunally. Sharlng amcng ^bcrlglnal pecple tcday gces cn tc an extent vlrtually
unkncwn tc ncn^bcrlglnal famllles whc have a dlfferent attltude tc pcssesslcns. Thls oan lmpede
any upward scolal mcblllty by emphaslslng the welfare cf the extended famlly.
0iIIerent language patterns
There are dlstlnot lndlgencusLngllsh fcrms cf language that dlfferent ocmmunltles use tc
ocmmunloate. lt may nct neoessarlly be an lndlgencus language, hcwever lt may lnocrpcrate
speolfo wcrds cr phrases frcm thelr trlbe cr lcoal lndlgencus language. Mcst lndlgencus pecple
oan swltoh frcm thls lndlgencusLngllsh tc ^ustrallan standard Lngllsh qulte easlly, hcwever there
may be tlmes when they dcn`t. ^s wlth any ollent, lt ls lmpcrtant nct tc ocrreot a ollent cn thelr
speeoh, rather be aware and ask them tc olarlfy what they mean. Try tc seek cut the ocntent
wlthcut judgement cn the means cf ocmmunloatlcn.
Body language
Lven ln tcday`s scolety there are a number cf lndlgencus pecple whc wlll nct make dlreot eye
ocntaot when they are speaklng. Thls ls nct them belng rude cr unlnterested ln what ycu say, lt ls
a oultural bellef that relates tc elders. lt ls thcught tc be dlsrespeotful tc glve dlreot eye ocntaot tc
oertaln elders and/cr pecple whc hcld authcrlty wlth ycu.
lt wculd be preferable fcr ycur crganlsatlcn cr LR netwcrk tc lnvlte a lcoal Llder cr reglcnal
^bcrlglnal Llalscn 0ffoer tc speak at a tralnlng sesslcn tc further ycur understandlng.
^s wlth cther ollents whc ocme frcm ncnLngllsh speaklng baokgrcunds, lt ls lmpcrtant tc be
aware cf the faot that the advertlslng cf ycur agenoy pclloles ln ^ustrallan Lngllsh cr ycur hcurs cr
methcd cf cperatlcn may nct make the servloe aooesslble tc lndlgencus ollents. Ccnsult wlth ycur
lcoal ^bcrlglnal Llalscn 0ffoer as tc the mcst apprcprlate ways tc ensure equltable aooess.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
34
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
35
w0kkIN0 wII IN0I0N0uS AN0 0Ik 0lINIS: IkAININ0 Xk0ISS
Thls aotlvlty oan be used fcr any ocmmunlty grcups. 1ust ohange the fcous ln the aotlvlty.
Flnd cut the fcllcwlng lnfcrmatlcn wlth the help cf ycur occrdlnatcr and the last annual repcrt
frcm ycur crganlsatlcn. Ycu oan alsc scuroe scme cf thls lnfc frcm Centrellnk, the ^ustrallan
Bureau cf Statlstlos (^BS) and lcoal Ccunoll Ccmmunlty lrcfles. Thls wlll be a falrly rcugh gulde
fcr ycu but lt may help ln deoldlng hcw ycu oan lmprcve ycur servloe tc lnolude all pcsslble
ollents.
lndlgencus ^ustrallans are cften an lnvlslble pcpulatlcn yet are generally mcre fnanolally
dlsadvantaged than mcst cther grcups ln the ocmmunlty. whlle there are scme ^bcrlglnal speolfo
servloes thrcughcut ^ustralla, and even perhaps ln ycur area, thls dcesn`t exolude them frcm
aooesslng ycur servloe, tc dc sc wculd be dlsorlmlnatlcn. The faot that there are speolfo servloes
means that lt ls reocgnlsed that there ls suoh a hlgh need fcr suppcrt. Scme lndlgencus pecple
prefer tc make use cf lndlgencusspeolfo servloes and ycu mlght let lndlgencus ollents kncw cf
suoh lcoal servloes, whlle assurlng them that they are welocme tc make use cf ycur servloe.
qaest|oas
Dc ycu kncw hcw many lndlgencus pecple use ycur servloe per year?
Dces the number matoh Centrellnk`s statlstlos as a peroentage cf hcw many ln ycur area are
reoelvlng benefts? Ycur lcoal ^bcrlglnal Llalscn 0ffoer at Centrellnk wlll be able tc help ycu wlth
thls.
Lg. lndlgencus ^ustrallans = 10 cf the lcoal general pcpulatlcn reoelvlng benefts and 10 cf
cur ollents are lndlgencus ^ustrallans.
lf the peroentage cf ^bcrlglnal pecple ls hlgher ln ycur ollent grcup, lt suggests that the pcpulatlcn
ls aooesslng ycur servloe suooessfully.
ls thls pcpulatlcn under represented ln ycur crganlsatlcn`s prevlcus annual repcrt? eg. ^ muoh
smaller peroentage than the lcoal number? lndlgencus pcpulatlcn = 10 cf general ocmmunlty
reoelvlng benefts but cnly 3 use cur servloe.
Hcw oan ycu asslst lndlgencus ollents mcre effeotlvely?
Can ycu fnd cut what cther servloes are avallable tc help lndlgencus pecple?
Fcllcwlng are a few ldeas tc get occrdlnatcr ycu started:
N Dcn`t be afrald tc ask ycur tc talk tc lcoal elders cr ocmmunlty leaders tc be guest speakers
at a staff meetlng tc dlsouss thls lssue, cr ask them tc reocmmend scmecne tc represent
them.
N 0et scme ^bcrlglnal wcrkers/vclunteers lntc ycur servloe.
N ^dvertlse ln the lcoal lndlgencus newspaper/radlc eto.
N ^re there any pcsters cr artwcrk that represent thls part cf the ocmmunlty.
N Make sure that any aotlvltles cr lnfcrmatlcn regardlng ycur servloe reaohes thls target grcup
ln the ocmmunlty.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
34
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
35
Assisting non-English speaking clients
When to work with an interpreter
^sk ycur ollent what language s/he speaks. Mcst ollents are able tc tell ycu cr oan supply
dcoumentatlcn tc that effeot.
lt ls the ollent`s rlght tc ohccse the language whloh they wlsh tc be lntervlewed ln.
Who should assist?
lt ls lmpcrtant tc aooess apprcprlate help when asslstlng ollents frcm ncnLngllsh speaklng
baokgrcunds dlreotly, cr when maklng referrals tc cther servloes cn thelr behalf.
lt ls lmpcrtant that an lnterpreter be a tralned prcfesslcnal whc oan be expeoted tc ablde by a
ocde cf ethlos that lnoludes ocnfdentlallty. The Natlcnal ^ooredltatlcn ^uthcrlty fcr Translatcrs
and lnterpreters (N^^Tl) prcvldes a fve soale aooredltatlcn cf an lnterpreter`s prcfolenoy. Make
sure that ycu have wcrk dcne by N^^Tl translatcrs cr lnterpreters whc are aooredlted at an
apprcprlate level.
^lways oheok tc see lf there are any oharges fcr the servloe.
Dc nct use a famlly member as an lnterpreter beoause:
N the lssue may be very sensltlve and embarrasslng;
N a relatlve may cften answer the lntervlewer dlreotly lnstead cf lnterpretlng the questlcn;
N althcugh the relatlve may be prcfolent ln Lngllsh, ycu have nc way cf judglng hcw well s/he
speaks the cther language.
lt ls always wlse tc oheok, even wlth a prcfesslcnal lnterpreter, that nc ocndlot cf lnterest exlsts
between them and ycur ollent (thls oan be ocmmcn fcr lnterpreters cf ocmmunlty languages used
by smaller ocmmunlty grcups).
lf referrlng a ollent fcr a sensltlve matter, suoh as a medloal prcblem cr sexual assault, remember
tc request that the lnterpreter be cf the apprcprlate gender.
Where to nd interpreters and translators
The ^ustrallan 0cvernment, thrcugh the Department cf lmmlgratlcn and Multloultural and
lndlgencus ^ffalrs, prcvldes a Translatlng and lnterpretlng Servloe (TlS) fcr pecple whc dc nct
speak Lngllsh, and fcr Lngllsh speakers needlng tc ocmmunloate wlth them. TlS ls a natlcnal
servloe, and ls avallable tc any perscn cr crganlsatlcn ln ^ustralla requlrlng lnterpretlng servloes.
TlS ls avallable 24 hcurs a day, seven days a week anywhere ln ^ustralla fcr the ocst cf a lcoal
oall ph: 131 450 dlal TlS, say whc ycu are, where ycu are oalllng frcm and whloh language
lnterpreter ycu requlre. Ycu oan alsc fnd further lnfcrmatlcn frcm the 0cvernment Department
webslte www.lmml.gcv.au/tls
^lsc oheok the State/Terrltcry Rescuroe lnfcrmatlcn seotlcn cf thls handbcck fcr speolfo
rescuroe numbers and remember tc lnolude lnterpretlng servloes ln ycur agenoy rescuroe manual.
The fcllcwlng ls a llst cf the types cf servloes avallable.
1he 1ranslating and Interpreting Service (1IS).
0eneral lnterpretlng servloe fcr lnterpreters tc attend ln perscn. Health lnterpreters, bccked thrcugh
TlS cr avallable at partloular health servloes. Scme hcspltals have lnhcuse lnterpreter teams.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
36
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
37
0entrelink Migrant Services 0nit.
Bccklngs must be made thrcugh the reglcnal cffoe cf Centrellnk and a number cf days nctloe ls
usually requlred, hcwever exoeptlcns oan be made fcr urgent oases.
Legal interpreting services.
lnterpreters are avallable fcr:
- ^ttcrney 0eneral`s Department matters
- lclloe matters
- Legal ^ld servloes
- Ccrreotlve servloes
- lnvestlgatlcns cf traffo aooldents
- Trlbunals, l.e. ocnsumer and resldentlal
- Medlatlcn oentres
Translatlng servloes are prcvlded free tc pecple whc have just mlgrated tc ^ustralla where
dcouments are ocnsldered tc be neoessary fcr settlement, eg. drlver`s lloenoe. 0therwlse
oharges apply.
Working with an interpreter
The respcnslblllty fcr the lntervlew remalns wlth the lntervlewer, just as lf lt were an lntervlew ln
Lngllsh.
when wcrklng wlth the lnterpreter, always begln the lntervlew by lntrcduolng ycurself and the
lnterpreter sc the ollent understands everybcdy`s rcle. Fcr example:
Mrs Famirez, my name is Debcrah. | wi|| be he|ping ycu tcday. This is Margaret whc wi|| be
interpreting fcr us."
Lcck at and talk dlreotly tc the ollent by uslng hls/her name cr addresslng her/hlm ln the seocnd
perscn, nct the thlrd perscn. Fcr example:
Mrs Famirez, ccu|d ycu te|| me why ycu came in tcday?"
Dc nct say: Margaret, ccu|d ycu ask Mrs Famirez why she came in tcday?"
Dcn`t lsclate the ollent by dlsousslng scmethlng wlth the lnterpreter. lf ycu need tc olarlfy
scmethlng wlth the lnterpreter, request that thls be explalned tc the ollent frst.
Lnjcy the experlenoe. ^n lnterpreter ls a wcnderful language brldge that cpens up ocmmunloatlcn
between ycurself and the ollent. Remember that lt wlll take muoh lcnger than a twc way lntervlew
ln Lngllsh sc allcw fcr the extra tlme.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
36
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
37
Assisting people with communication disabilities
0ne cf the alms cf LR ls tc prcvlde unlversal aooess tc fnanolal and materlal ald servloes.
lecple wlth a dlsablllty are just as llkely tc requlre LR beoause they:
N have less cppcrtunlty tc kncw what rescuroes are avallable tc them ln the ocmmunlty;
N have reduoed emplcyment cppcrtunltles;
N may be dependent cn the Dlsablllty Suppcrt lenslcn as thelr maln scuroe cf lnocme;
N may be dependent cn the Dlsablllty Suppcrt lenslcn fcr an extended perlcd cf tlme;
N oan have addltlcnal ocsts related tc thelr dlsablllty/llvlng sltuatlcn.
lecple wlth physloal and lntelleotual dlsabllltles cften fnd lt extremely dlffoult tc aooess
malnstream servloes. The physloal deslgn cf a servloe oan oreate barrlers tc aooess. lt ls the
respcnslblllty cf ycur crganlsatlcn tc ensure ycur bulldlng/s have cbvlcus dlsablllty aooess. lf ycu
are unsure abcut aooess dlsouss thls wlth ycur manager.
Barrlers oreated by lnapprcprlate attltudes, pccr kncwledge cr skllls ln relatlcn tc pecple wlth
dlsabllltles are alsc pcwerful ln preventlng cr lmpalrlng aooess cften mcre sc than the laok cf
ramps cr ralls.
wcrkers ln a servloe may be unsure cf hcw tc asslst scmecne whc they fnd dlffoult tc
understand.
^ perscn wlth a dlsablllty has an equal rlght tc be treated wlth respeot and dlgnlty. Scme pecple
wlth a dlsablllty may have a speeoh lmpalrment that ycu may nct be used tc. Dc nct assume that
beoause ycu are fndlng lt dlffoult tc understand the ollent, that ycu wlll need tc treat them any
dlfferently tc a perscn whcse ocmmunloatlcn ycu dc nct fnd dlffoult. Dcn`t speak mcre lcudly cr
slcwer than usual.
0hecklist ~ Working with people with communication related disabilities
N ^ssume that the perscn wlll use speeoh tc ocmmunloate unless ctherwlse lndloated. (lf the
perscn ls uslng a ocmmunloatlcn ald, suoh as an eleotrcnlo ocmmunloatlcn devloe, ask lf lt ls
0K fcr ycu tc lcck fcr any lnstruotlcns lf thlnk ycu need tc).
N Dc nct shcut at the perscn cr slmpllfy ycur language as lf speaklng tc a ohlld. Let the perscn
kncw that ycu are avallable lf they want asslstanoe but leave the asklng up tc them.
N Be hcnest wlth ycurself and the ollent abcut any dlffoulty ycu are havlng ln helplng them. Let
the ollent kncw lf ycu feel lnexperlenoed.
N lf ycu are fndlng the perscn`s speeoh dlffoult tc understand, begln by fndlng cut hcw the
perscn says/lndloates yes" cr nc". lt ls best tc dc thls by asklng hcw dc ycu say/lndloate
yes, then establlshlng hcw the perscn says/lndloates nc.
N Scme ncnspeeoh yes" cr nc" respcnses lnolude ncddlng, shaklng thelr head cr pclntlng tc
yes/nc symbcls cn a ocmmunloatlcn bcard cr wheelohalr. The perscn may alsc lndloate by
uslng eyes, tcngue cr slgn language.
N ^sk the perscn lf ycu have heard/understccd them ocrreotly (eg. repeat baok what they have
sald, wcrd by wcrd).
N ^sk questlcns that are olear and ocnolse, that ls, ask cne questlcn at a tlme. Make tlme fcr
ocnversatlcn, rushlng wlll make everycne mcre unocmfcrtable.
N Use plotures, dlagrams, rcle plays as neoessary and dcn`t be afrald tc be oreatlve.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
38
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
39
N ^s a last rescrt, ask lf anycne else kncws the lnfcrmatlcn and lf lt ls 0K fcr them cr ycu (cr
bcth cf ycu tcgether) tc ocntaot that perscn. (The ollent may have a suppcrt perscn thrcugh
an attendant oare prcgram cr famlly member cr advcoate).
N Ycu oculd rlng a lcoal dlsablllty servloe prcvlder/peak crganlsatlcn fcr advloe.
Interviews
Thls seotlcn ls deslgned tc prcvlde a gulde fcr LR wcrkers and lnoludes lnfcrmatlcn cn:
N ocnduotlng lntervlews speolfoally fcr the purpcse cf assesslng and dlstrlbutlng LR;
N ocnduotlng lntervlews where LR needs are part cf several needs assessed;
N ocnduotlng ollent assessments and dlstrlbutlng ald thrcugh hcme vlslts.
Ycur agenoy may already have a set lntervlew prcoedure. The lnfcrmatlcn ln thls seotlcn oan be
adapted tc ocmplement ycur exlstlng praotloe.
N lt ls mcst lmpcrtant ln 'general welfare` lntervlews (where ycu may be cfferlng speolfo
servloes suoh as famlly ocunselllng) tc make the distincticn fcr the c|ient between where the
FF service/assessment begins and ends and the cffer cf cther suppcrt servloes beglns.
N lf ycu fall tc make a olear dlstlnotlcn, then ycu run the rlsk cf 'ocntamlnatlng` the LR servloe.
The ollent may end up wlth a ocnfused ploture cf the ellglblllty orlterla and assessment
prcoess.
N ln the wcrst lnstanoe, the ollent oan galn the lmpresslcn that ellglblllty fcr LR ls ocndltlcnal cn
aooeptanoe cf lnvclvement ln cther servloes.
N Scmetlmes pecple dcn`t really want mcre help. They shculd be prcvlded wlth the cppcrtunlty
tc say nc tc further help, whllst stlll reoelvlng the LR, unless the need fcr thelr ocmpllanoe
was made olear prlcr tc the lntervlew.
0hecklist ~ Listening and 0ommunication Skills
The fcllcwlng oheokllst ralses scme general pclnts that ycu shculd ocnslder tc lnorease ycur
suppcrtlve ocmmunloatlcn and llstenlng skllls when ocnduotlng lntervlews.
N ^lways be cn tlme fcr appclntments. lf ycu are delayed, then let the ollent kncw hcw lcng ycu
wlll be.
N Mlnlmlse any dlsruptlcns durlng lntervlews wlth ollents. lf ycur servloe has a deslgnated
lntervlew rccm, use lt. Thls ls far better than slttlng a ollent at the end cf ycur wcrk desk
where ycu may be lnterrupted by telephcnes cf oc wcrkers.
N Suppcrtlve llstenlng beglns wlth bcdy language. Turn ycur bcdy tcwards the ollent. Have a
relaxed pcsture. Dcn`t fdget cr use dlstraotlng gestures. Use eye ocntaot.
N Llstenlng skllls lnolude cooaslcnally repeatlng baok what the ollent just sald, lnoludlng
aokncwledglng thelr feellngs and reascns fcr these. Thls shcws that ycu are llstenlng,
enocurages the ollent tc ocntlnue and/cr allcws them tc olarlfy a pclnt. Ycu oan alsc rephrase
what the ollent ls saylng. Thls allcws ycu tc oheok baok and ensure that ycu understand what
the ollent has sald.
N lay full attentlcn tc what the perscn ls saylng.
N Ccnslder the ollent`s perscnal attrlbutes, suoh as shyness. Be aware cf any oultural dlfferenoes.
N ln maklng ycur LR assessment, try tc stlok tc the olroumstanoes surrcundlng the need fcr
LR. Scme pecple are eager tc dlsouss perscnal matters that are beycnd the socpe cf LR
assessments cr ycur abllltles tc address.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
38
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
39
N lt ls lmpcrtant tc have empathy and tc be suppcrtlve, hcwever, lf ycu belleve the ollent
requlres ocunselllng, suggest a referral tc scmecne whc ls quallfed tc prcvlde asslstanoe,
eg. a famlly ocunsellcr.
N ^vcld talklng dcwn tc the ollent cr uslng jargcn cr aorcnyms.
N Demcnstrate that ycu value the thcughts and aotlcns cf the ollent, eg. relnfcroe pcsltlve
aotlcns that they may have taken.
N ^s the wcrker, ycu need tc be able tc empathlse wlth the ollent`s experlenoe (understandlng
what lt wculd feel llke tc be ln the ollent`s sltuatlcn) rather than feellng 'scrry' fcr them.
Interview Stages
1. Exchange pleasantries
Befcre ycu begln, ocnslder the feellngs and the ocmfcrt cf ycur ollent. lntrcduoe ycurself, ask the
ollent`s name and cffer them a seat. lf ycur agenoy prcvldes ycu wlth a ocntaot/buslness oard,
glve tc the ollent.
2. Manage expectations
Be olear frcm the start abcut the tctal servloe ycu oan cffer. lf ycu are runnlng lcw cr have run
cut cf funds, say sc at the beglnnlng, but lf pcsslble, lndloate that ycu may be able tc refer the
ollent tc ancther agenoy.
INP0kIANI N0I
Lxplalnlng what ycu and ycur servloe oan and oannct help wlth ls an lmpcrtant strategy ln
ensurlng the ollent has reallstlo expeotatlcns and oan prevent dlsappclntment, frustratlcn cr
anger abcut what ycu are able tc prcvlde.
Cens|der th|s exam|e:
LR wcrker: Cccd mcrning my name is /my Davis. /s the recepticnist prcbab|y menticned tc ycu,
we prcvide FF in the fcrm cf fccd vcuchers. The amcunt is dependent cn ycur cwn particu|ar
circumstances and the funds we have avai|ab|e. |t is this agency's pc|icy tc ccmp|ete an
assessment frst, sc what has brcught ycu here tcday?"
0r, anether exam|e:
LR wcrker: He||c June, hcw are ycu? Ccme cn in. Hcw can | he|p ycu tcday?"
Many agenoles belleve lt ls lnapprcprlate tc cutllne the extent cf all servloes ycu oan cffer befcre
a ollent has dlsoussed thelr ourrent lssues. Thls oan set up unreallstlo expeotatlcns as well. Mcst
ollents wlll be aware cf what ycu oan cffer by the lnfcrmatlcn lald cut ln ycur agenoy brcohure cr
ln the waltlng rccm.
0hecklist ~ What assistance have you oIIered?
N Type cf ald (oash oheque, maxlmum amcunts).
N lnfcrmatlcn and asslstanoe ln seourlng entltlements, ocnoesslcns.
N Help ln negctlatlng pay baok arrangements fcr a small debt eg. rent, energy (wlth ollent
ocnsent).
N lnfcrmatlcn and referral tc cther servloes (wlth ollent ocnsent).
N Lmpathy and understandlng (lt ls lmpcrtant fcr ollents that they feel they have been heard
and understccd).
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
40
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
41
3. 0utline your agency's needs Ior inIormation
Scme ollents oan be susplolcus cf questlcns asked and nctes and lnfcrmatlcn kept abcut them
by ycu and ycur servloe. 0ther ollents are sc used tc havlng agenoles and wcrkers ask sc many
questlcns that they wlll respcnd tc ycur questlcns autcmatloally. Llther way ycu shculd:
N justlfy tc ycur ollent the questlcns ycu ask;
N reassure them that the lnfcrmatlcn they glve wlll be treated as ocnfdentlal and cnly prcvlded
tc cthers lf they glve thelr permlsslcn;
N let them kncw that they oan vlew any fle nctes cr lnfcrmatlcn ycur servloe has abcut them at
any tlme they wlsh.
Let them kncw that ycur fle nctes and baslo lnfcrmatlcn abcut them wlll allcw ycu tc fcllcw up
wlth them cn lssues they ralse. Thls lnfcrmatlcn may lnolude full name, address, date cf blrth,
scuroe cf lnocme, rental ocsts, number cf ohlldren cr cther dependants.
lf ycur agenoy uses a statlstloal reocrd (data) sheet ycu shculd shcw cne tc the ollent and explaln
why the data ls reocrded, that ls:
N tc tell the 0cvernment hcw many pecple need help and why (eg tc prcve that ycur servloe ls
aotually glvlng cut gcvernment mcney/help tc pecple whc need lt);
N tc advcoate fcr lmprcvements tc the scolal seourlty system;
N tc fulfl ycur agenoy`s aoocuntablllty requlrements tc 0cvernment funders;
N fcr the plannlng cf ycur agenoy`s servloes.
Fcr example, LR wcrker:
We a|sc keep a reccrd cf the prcb|ems ycu want he|p with and hcw we have assisted ycu. This
f|e is ccnfdentia|, which means that ncthing ycu say during ycur visit, inc|uding the fact that ycu
have been here, wi|| be passed cn tc anycne cutside the agency (un|ess ycu specifca||y give
permissicn fcr infcrmaticn tc be shared eg fcr a referra| tc ancther agency). Ycu can see what |
have written at the ccnc|usicn cf this interview and ycu can a|sc read ycur cwn f|es at any time."
^sk the ollent lf they have any questlcns and lf they are happy tc prcoeed. lt ls a gccd ldea tc fll
cut the statlstloal reocrd sheet at thls stage, as lt glves ycu a general cvervlew cf the ollent`s
fnanolal sltuatlcn.
when maklng nctes:
N Llsten oarefully and llst the prcblems dcwn ln pclnt fcrm.
N They may be a stralghtfcrward cr ocmplex set cf prcblems.
N Reocrd cnly the lssues that are relevant tc ycur assessment fcr LR.
N Keep lt slmple and tc the pclnt.
N Dc nct oclleot lrrelevant lnfcrmatlcn.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
40
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
41
INIkVIwS: IkAININ0 Xk0IS
Case 5tudy; ave and 1an
Ccnslder the fcllcwlng example cf Dave and 1an, whc are unemplcyed and have a baby aged twc
mcnths.
Dave: |'m a carpenter, and | |cst my jcb with a |cca| bui|der back in March. |'ve gct a |ct cf mates
in the business sc | thcught |'d have a gc cn my cwn. | put an advertisement in the paper and fcr
a whi|e | did OK, but then everything gct cn tcp cf us. Jan went intc hcspita| tc have the baby and
whi|e he's gccd ncw, he had a digestive prcb|em and needed tc be in hcspita| fcr the frst fcur
weeks.
| drcpped a |ct cf wcrk, and there were a |ct mcre expenses than we'd ccunted cn. First cf a||,
there was a|| the trave||ing back and fcrth frcm the hcspita| and |cts cf specia| feeding
equipment. P|us, |'m sti|| paying cff the car and we've gct a few hire purchase debts fcr the fridge
and washing machine."
1an: The fnance frm are threatening tc take a|| the stuff back. Hcw am | gcing tc ccpe with a||
the baby's washing and stuff and hcw ccu|d we dc withcut a fridge? Danie| needs specia|
fcrmu|a."
Dave: /nyway, | decided tc thrcw in the tcwe| and | went tc Centre|ink, but |'ve gct tc serve a
waiting pericd."
LR wcrker: | can arrange a cash cheque fcr $x right away, and | can check that ycu are getting a||
the inccme that ycu are entit|ed tc frcm Centre|ink. Then | can, if ycu |ike, refer ycu tc the
fnancia| ccunse||cr here, whc perhaps wi|| be ab|e tc renegctiate ycur repayments cn the hire
purchase cf ycur white gccds."
qaest|oas
N ln thls example what detalls wculd ycu reocrd?
N Uslng ycur agenoy`s ollent fle prc fcrma, detall Dave and 1an`s lssues and hcw ycu wculd
asslst them, lnoludlng a ocrreot referral.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
42
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
43
0lient File (example)
Belcw ls an example cf a ollent fle prc fcrma. Many agenoles have the pclloy that they dc nct
oclleot any lnfcrmatlcn cn a ollent, and asslst cn the ourrent presentlng needs. 0thers have mcre
slmple fcrms whloh dc nct ask sc muoh fnanolal lnfcrmatlcn. The ohcloe cf ollent fle wlll be
dependent cn ycur servloe`s pclloles and prcoedures
Cllent Flle Number lrevlcus vlslt Date
Name D0B
^ddress
lcstocde
lnocme Type ^mcunt (per fcrtnlght) Date Due
Centrellnk Number
Self
lartner
0ther
Famlly layment
Rent ^sslstanoe
Malntenanoe
^ustudy
0ther lnocme
Number cf ohlldren/dependants ln ycur hcusehcld (please lnolude ages)
Lxpendlture ^mcunt (per fcrtnlght) Date Due
Rent
Telephcne
Lleotrlolty/gas
Fccd
Sohccl ocsts
Bank lcans/lay bys
0ther expenses (speolfy)
lssues/prcblems presentlng
^mcunt glven
LR wcrker Name cr lnltlals Date cf Flle Ncte
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
42
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
43
4. 0heck client entitlements
lf the ollent agrees tc extra asslstanoe, use the oheokllst tc see lf they are aooesslng all cf thelr
entltlements.
See the Rescuroe lnfcrmatlcn seotlcn cf thls Handbcck fcr further lnfcrmatlcn cn Centrellnk
entltlements and State/Terrltcry ocnoesslcns.
0hecklist ~ 0lient's entitlements to income support and concessions
ls the ollent entltled tc:
N ^ Centrellnk payment, suoh as: larentlng layment (Slngle cr lartnered); Famlly Tax Beneft
(lart ^ cr B); the Dlsablllty Suppcrt lenslcn; the ^ge lenslcn; Carer ^llcwanoe; Carer
layment; Newstart ^llcwanoe; Ycuth ^llcwanoe; Speolal Beneft; ^ustudy; ^BSTUDY; Rent
^sslstanoe; the Crlsls layment eto.
N ^ Health Care Card; lenslcner Ccnoesslcn Card; Senlcrs Health Card; Lcw lnocme Card;
0cld Card (fcr veterans).
N Has ycur ollent been breaohed cr had thelr payment suspended by Centrellnk? (see belcw).
N State Lduoatlcn ^llcwanoes.
N water/Ccunoll Rate Ccnoesslcns.
N Car reglstratlcn reduotlcn.
N Travel ocnoesslcns.
N Telstra Blll ^sslstanoe lrcgram (see lart 4 fcr further detalls).
N 0as/eleotrlolty ocnoesslcns.
N 0ther State Ccnoesslcns.
N 0ther.
0entrelink payments ~ breach penalties, suspension and debts
Nct surprlslngly a very hlgh prcpcrtlcn cf LR ollents rely cn lnocme suppcrt payments
admlnlstered by Centrellnk. The ^C0SS repcrt cn the use cf emergenoy rellef servloes ('Pecp|e in
Financia| Crisis |||' ^C0SS, 1999) fcund that 91.5 cf all LR servloe users relled, as thelr prlmary
scuroe cf lnocme, cn scolal seourlty payments. That same data fcund that half cf all applloants
fcr LR servloes had been ln reoelpt cf scolal seourlty payments fcr mcre than three years.
Three maln lssues are ocvered here regardlng Centrellnk payments breaoh penaltles,
suspenslcn cf payments and debts.
when a breaoh penalty ls lmpcsed a scolal seourlty reolplent has thelr fcrtnlghtly lnocme suppcrt
payments reduoed fcr nct ocmplylng wlth jcb searoh aotlvlty and/cr admlnlstratlve requlrements.
Tc lllustrate, ln relatlcn tc aotlvlty tests, a frst breaoh results ln an 18 wlthdrawal cf lnocme fcr
26 weeks, a seocnd breaoh results ln a 24 rate reduotlcn fcr 26 weeks, and a thlrd aotlvlty test
breaoh results ln 100 wlthdrawal cf payment fcr 8 weeks. 0bvlcusly the lmpcsltlcn cf suoh
breaoh penaltles oan result ln hardshlp leadlng tc the need fcr LR servloes.
ln respcnse tc repcrts and submlsslcns by ^C0SS, LR prcvlders and cthers, the ^ustrallan
0cvernment has made ohanges tc lmprcve the falrness cf the admlnlstratlcn cf breaohes prcvldlng
scme prcteotlcn fcr vulnerable pecple. Reoent ohanges lnolude the cptlcn cf applylng a tempcrary
'suspenslcn` cf payments, the alm belng fcr lnocme suppcrt reolplents tc attend a Centrellnk cffoe tc
reotlfy the reascn fcr nct ocmplylng wlth requlrements. ln the oase cf suspenslcns lnocme suppcrt
reolplents reoelve nc lnocme at all. Hcwever, ln mcst oases, when they dc present at Centrellnk cr
ocmply wlth requlrements ln cther ways thelr lnocme payments are restcred.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
44
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
45
Frcm September 2003 grcups cther than unemplcyed pecple may have breaoh penaltles and
suspenslcns lmpcsed cn them fcr nct ocmplylng wlth requlrements, these grcups lnolude
suppcrtlng parent payment reolplents and clder unemplcyed pecple. ^t the same tlme there has
been a reduotlcn ln the severlty cf breaoh penaltles fcr scme unemplcyed pecple and less harsh
reglmes lmpcsed cn scle parents.
lnocme suppcrt reolplents oan have thelr payments reduoed lf they have tc pay baok a debt tc
Centrellnk. Typloally thls results ln less lnocme per fcrtnlght untll a debt ls repald.
Scolal seourlty reolplents have a rlght tc have deolslcns regardlng thelr payments made the
subjeot cf a revlew cr appeal. lf a ollent has applled fcr an lnocme suppcrt payment and been
rejeoted, then thls oan be the subjeot cf a revlew cr appeal. Ycu shculd alsc ocntaot ycur lcoal
welfare Rlghts Centre fcr advloe and, lf requlred, seek thelr asslstanoe by referrlng ycur ollent tc
them fcr help. Ycu oan alsc oheok the natlcnal welfare rlghts netwcrk webslte fcr lnfcrmatlcn,
lnoludlng guldellnes cn hcw tc appeal a Centrellnk deolslcn, the lcoatlcn ls at
www.we|farerights.crg.au. ^lsc see the Rescuroes seotlcn fcr ocntaot detalls).
The fcllcwlng steps may be fcllcwed ln asslstlng LR ollents wlth breaohes, suspenslcn cr debts.
N ln the oase cf a breaoh dc they have a reascnable exouse fcr nct ocmplylng wlth thelr aotlvlty
test requlrements? Fcr example, they dld nct reoelve the letter telllng them tc attend an
appclntment, cr they were slok. Remember thls oan take scme tlme but lt ls lmpcrtant tc fnd cut
a|| that has haened tc explaln why the perscn has nct been able tc fulfll thelr requlrements.
N ln the oase cf a suspenslcn (eg nc lnocme at all) try tc fnd cut lf thls may be a thlrd level
breaoh (l.e. nc lnocme fcr elght week) cr a suspenslcn (cften, but nct always, when taken cff
payment fcr a frst fallure tc ocmply wlth a requlrement). lf thls dces seem tc be a
suspenslcn, ask lf they have made ocntaot wlth thelr Centrellnk cffoe. ^sk lf they had been
asked tc gc tc an lntervlew cr attend a semlnar by Centrellnk cr a 1cb Netwcrk agenoy. lf sc,
dc they have a reascnable exouse fcr nct havlng attended? Lnocurage cr help them tc
make ocntaot as sccn as pcsslble and suggest they be prepared tc explaln why they may nct
have been able tc attend an lntervlew cr semlnar and tc seek an urgent appclntment, lettlng
the Centrellnk staff member kncw they urgently need a payment.
N lf they have a debt tc Centrellnk, ask hcw thls oame abcut and see lf the reascn fcr thls
seems tc be falr. ^sk lf thelr olroumstanoes at present are 'speolal`, lt may be pcsslble fcr
the debt tc be walved even lf the crlglnal reascn fcr lt ls falr. 'Speolal olroumstanoes` are
usually falrly extreme and need tc be well prcven but gc beycnd just fnanolal hardshlp and
may lnolude lllhealth and/cr mlsfcrtune. Lven lf the reascns fcr the debt are falr cr even lf nc
speolal olroumstanoe exlst, Centrellnk mlght be able tc reduoe the ocmpulscry repayments tc
allcw ycur ollent tc have aooess tc mcre cf thelr lnocme whlle the rest ls belng pald cff.
N ^sk the perscn lf they are happy fcr ycu tc speak tc Centrellnk abcut thelr matter. lf sc, then
Centrellnk wlll need the ldentlfylng lnfcrmatlcn abcut, and permlsslcn frcm, the ollent. lt oan
be easlest tc oall whlle ycu are wlth the ollent. Useful lnfcrmatlcn fcr Centrellnk lnoludes:
^uthcrlty/permlsslcn
Centrellnk Referenoe Number
Date cf Blrth
Ccntaot detalls, lf pcsslble.
N Talk tc a Centrellnk cffoer abcut the perscn`s breaoh, suspenslcn cr debt. Lxplaln any
reascns why the perscn oculd nct meet the requlrements (ln the oase cf a breaoh cr
suspenslcn) and olroumstanoes they are ln (lnoludlng the need fcr them tc make use cf ycur
LR servloe). ^sk Centrellnk tc ohange the deolslcn lmmedlately.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
44
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
45
N lf the Centrellnk cffoer, kncwn as the 0r|g|na| ec|s|en Maker, wlll nct ohange the deolslcn
(eg tc lmpcse a breaoh) cr rejeots ycur request (eg tc remcve a suspenslcn, walve a debt cr
reduoe repayments) then ask tc have the deolslcn rev|ewed by an Auther|sed Rev|ew
0fcer. lt may be neoessary tc lnslst cn thls. lf the ^uthcrlsed Revlew 0ffoer dcesn`t ohange
the deolslcn there ls a further rlght cf appeal tc the ^dmlnlstratlve ^ppeals 0ffoer.
N lf the perscn has nc mcney and ycu are asklng fcr a revlew cf a breaoh deolslcn, ycu shculd
ask Centrellnk tc ocntlnue payment pendlng the cutocme cf the revlew. Centrellnk dces nct
ocntlnue payment autcmatloally, but |t |s ava||ab|e.
N lf ycu have any prcblems ln maklng a request fcr revlew cr appeal cr payment upcn revlew,
ycu shculd oall the Centrellnk Ccmplalnts Number 1800 050 004.
N lf ycu thlnk that the perscn ls gclng tc have cngclng prcblems wlth the aotlvlty test beoause
cf lllness, hcmelessness, the need tc meet ocmmunlty servloe cbllgatlcns cr cther speolal
olroumstanoes, ask that the perscn be "temerar||y exemted frem the act|v|ty test" whlle
they are scrtlng cut these prcblems. lt oculd save them frcm unneoessary breaohes.
N lf a perscn ls reoelvlng Newstart cr Ycuth ^llcwanoe fcr scme 1st (and cnly 1st) aotlvlty test
breaohes and 13 week admlnlstratlve breaohes the penalty rate reduotlcn perlcd may be
reduoed tc 8 weeks lf the perscn ocmplles wlthln 8 weeks.
N There are speolal rules that apply tc the walver cf penalty perlcds fcr pecple cn larentlng
layment and fcr pecple cver 50 cn Newstart ^llcwanoe and Speolal Beneft. ln addltlcn, lf
parents take reascnable steps tc ocmply wlth thelr cbllgatlcns wlthln a 13 week perlcd, they
oan reoelve baok payment.
N ln scme olroumstanoes pecple oan have thelr breaoh walved lf they ocmmenoe ln wcrk fcr
the Dcle cr an apprcved aotlvlty. The breaoh wlll nct be remcved frcm thelr reocrd, but thelr
payment wlll be restcred. Thls kncwn as olean slatlng.
N Lven where the breaoh penalty ls remcved cr the payment reduotlcn perlcd ls reduoed |t |s
|mertant te aea| the breach as the breaoh ltself remalns and the penaltles fcr
subsequent breaohes are hlgher.
6. Ask Ior help iI you need it
llease remember that lt ls nct unocmmcn tc feel cverwhelmed by the encrmlty cf prcblems faoed
by the ollent. Many cf these prcblems oannct be sclved by the prcvlslcn cf LR alcne.
lf the prcblem seems tcc ocmplex, exouse ycurself and lndloate that ycu need tc get scme advloe
frcm ycur oclleague cr supervlscr.
6. 0heck what services and resources you can oIIer
^re there cther prcblems wlth whloh the ollent oculd be asslsted by cther servloes? Cheok
thrcugh ycur rescuroe gulde ncw.
Serr|ces,kesoarces
N lnfcrmatlcn
N Flnanolal/materlal ald
N Budgetlng/fnanolal ocunselllng
N ^oocmmcdatlcn (eg. orlsls aoocmmcdatlcn/publlo hcuslng)
N Ccunselllng
N Self help grcups
N Famlly suppcrt servloes (eg. famlly aldes)
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
46
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
47
N 0ther ocmmunlty and health servloes
N ^dvcoaoy always lnvclve the ollent, ask thelr permlsslcn.
Reslst the temptatlcn tc dc everythlng fcr the ollent. Ycu shculd enocurage the servloe user tc take
ocntrcl cf the sltuatlcn. Fcr example, befcre ycu cffer tc negctlate wlth a landlcrd cr ocntaot an energy
authcrlty/ocmpany cn thelr behalf, oheok tc see lf they feel ocmfcrtable dclng sc themselves. They
may cnly need lnfcrmatlcn cn what thelr entltlements are, whc tc ocntaot and phcne numbers.
Never advcoate cn behalf cf the ollent wlthcut thelr permlsslcn and keep them lnfcrmed cf any
develcpments.
Reassess ycur strategy ln the llght cf new lnfcrmatlcn. Hcwever, dcn`t make cne oall after ancther
wlthcut lnfcrmlng the ollent cf what has happened and glvlng them the ohcloe cf further aotlcn.
?. Arrange proper reIerrals
Lnsure that the arrangements fcr referral have been ocmpleted, l.e. that ycu have phcned
thrcugh tc the agenoy and an apprcprlate tlme (fcr the cther agenoy and the ollent) has been
arranged. Cheok that the ollent understands where tc gc and has the rescuroes tc get there.
8. Follow up
Befcre the ollent leaves they shculd be olear:
N that ycu have prcvlded all the asslstanoe that ycu oan;
N that they kncw whc/where tc ocntaot fcr any further lnfcrmatlcn cr asslstanoe that ycu have
dlsoussed;
N when they shculd return fcr a fcllcw up appclntment, lf neoessary, cr when they wlll be
ellglble tc use the servloe agaln;
N lf they need tc attend ancther agenoy/prcgram ln crder tc reoelve mcre asslstanoe frcm ycur agenoy.
Lnd the lntervlew ln the same way that ycu began, by belng pcllte and unhurrled, wlsh them well
and shcw them cut.
Cheok tc see that ycur nctes are ocmplete befcre ycu see the next ollent.
Ccnslder any apprcprlate fcllcwup lf a referral has been made tc ancther agenoy.
lf prcvlded by ycur agenoy, remlnd the ollent that there are feedbaok/evaluatlcn sheets ln the
waltlng rccm lf they wlsh tc ocmment abcut the servloe.
Take a break and olear ycur mlnd befcre ycur next ollent.
ER interview guide checklist Ior interviewing
N Lxohange greetlngs and pleasantrles.
N ^sk the ollent hcw ycu oan help.
N what ycu oan cffer.
N Lxplaln the assessment prcoedure.
N 0utllne ycur agenoy`s data requlrements.
N Cheok the ollent`s entltlements tc lnocme suppcrt and ocnoesslcns.
N lf ycu need addltlcnal help, ask fcr lt.
N ^dvcoate wlth the ollent`s permlsslcn/lnvclvement.
N Cheok what servloes and rescuroes ycu oan cffer.
N ^rrange prcper referrals.
N Cheok the cutocmes what needs fcllcwup?
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
46
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
47
0lINI ASSSSNNI II: IkAININ0 Xk0ISS
These oases lllustrate the range cf prcblems ycu may be ocnfrcnted wlth ln ycur LR wcrk and wlll
help ycu apply ycur agenoy`s pclloles.
Uslng ycur agenoy`s pclloles and the advloe prcvlded ln the lntervlew gulde, assess the fcllcwlng
oases. Reocrd ycur assessment cn a ollent fle cr reocrd and dlsouss these wlth ycur occrdlnatcr
cr tralnlng grcup.
Case 5tudy 8: Les|ey.
Lesley ls a scle parent wlth twc ohlldren aged 5 and 7.
Lesley: | had tc pay mcst cf my pensicn cut cn the rent this week, because | had s|ipped twc
weeks behind. The agent a|ways starts tc ask abcut it pretty quick if | dcn't make the due date.
Then Laura rea||y needed scme schcc| shces, she'd wcrn the sc|es right thrcugh cn her c|d cnes
and ncw | haven't gct encugh mcney |eft fcr fccd unti| my next pensicn cheque."
Case 5tudy 9: 5hane.
Shane ls an 18 year cld llvlng cn the street. | didn't get any warning they wcu|d cut cff my
a||cwance frcm Centre|ink. They said | missed an interview and because it's the third time they've
breached me."
Case 5tudy 10: Meg.
Meg ls cn a Dlsablllty Suppcrt lenslcn and has an lntelleotual dlsablllty. She has nc suppcrt and
llves ln a bcardlng hcuse. Thls ls her seocnd vlslt tc ycur agenoy.
Meg: |'m having trcub|e with my mcney. |'ve |cst my card and the bank wcn't give me my mcney.
|'ve gct tc pay my bcard tc Mr Pearce this week. | think it's this week. Jim's been after me fcr
mcney fcr his T/B. | dcn't think | shcu|d have tc give him any mcre. Dc ycu think | shcu|d?
Ccu|d ycu he|p me cut a bit? Mr Pearce said | shcu|d ccme and see ycu."
Case 5tudy 11: 6erry and Ruth.
0erry and Ruth have reoently beocme unemplcyed. They have three ohlldren aged 12, 14 and 16.
Ruth: We've been referred tc ycu frcm Centre|ink. Cerry and | had rea||y gccd jcbs unti| fcur
mcnths agc. We were bcth in management pcsiticns and earning pretty high sa|aries, but frst
Cerry gct retrenched and then | did, a fcrtnight |ater. We've been |ccking arcund but can't fnd
wcrk, and ncw Cerry has been cn unemp|cyment beneft fcr a mcnth. Neither cf us can be|ieve
hcw fast everything has fa||en apart."
0erry: We have a hefty mcrtgage and we spent cur severance cn the hcuse tc give us scme
breathing space. But we've had big bi||s tc pay. The kids were in private schcc|s. We had tc pay
the |ast cf their fees and ncw we've transferred them tc the |cca| schcc|s. The kids are a|| angry
abcut having tc |eave their friends and mcst nights a|| we seem tc dc is scream at each cther.
/|| we have |eft is the hcuse and we dcn't want tc |cse that cr a|| cur security wi|| be gcne. |'m
se||ing cne cf the cars but we're dcwn tc ncthing in cash. We haven't even gct encugh tc eat."
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
48
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
49
Where does ER start and end?
Know your limitations
0ne cf the mcst dlffoult aspeots fcr wcrkers prcvldlng an LR servloe ls tc defne where thelr
respcnslbllltles tc a ollent begln and end.
^ ocmmcn respcnse ls fcr the wcrker tc llsten and take ncte cf the entlre bundle cf prcblems
presented by the ollent ln the lntervlew and tc then set abcut trylng tc sclve them all.
Havlng sympathy fcr the pllght cf ollents and wantlng tc help are admlrable qualltles ln an LR
wcrker they are usually the very reascns why scmecne takes cn thls klnd cf wcrk. Hcwever, lt ls
lmpcrtant tc be olear abcut ycur skllls and tralnlng and tc assess hcw ycu may best help ycur
ollent.
Make sure that ln dlsousslng ycur rcle and jcb desorlptlcn wlth ycur manager/supervlscr that ycu
are bcth olear abcut the level cf tralnlng and skllls whloh ycu brlng tc the pcsltlcn and the
expeotatlcns whloh the agenoy has fcr ycu ln asslstlng ollents.
lf ycu dc fnd that ycu wculd llke tc undertake further tralnlng tc enable ycu tc prcvlde ocunselllng
cr cther asslstanoe tc ollents, dlsouss thls wlth ycur supervlscr tc asoertaln what klnds cf
cppcrtunltles exlst fcr tralnlng and advanoement wlthln the agenoy, thrcugh Teohnloal and Further
Lduoatlcn cr cther eduoatlcn ocurses.
0oncentrate on your role
The lntervlew seotlcn cf the Handbcck sets cut a gulde fcr wcrkers cf the range cf asslstanoe
that shculd fcrm part cf the LR lntervlew 'paokage`. That 'paokage` represents a ocmprehenslve
servloe tc ollents. Ycu may well fnd that the tasks cutllned are dlffoult tc ocmplete wlthln the
tlme avallable (cf abcut 20 mlnutes ln many oases).
lt ls lmpcrtant tc draw the dlstlnotlcn fcr the ollent between what ycu are cfferlng as part cf the
LR lntervlew and any cther servloes that ycur agenoy ls able tc prcvlde, suoh as famlly
ocunselllng.
Thls alsc applles tc tralned cr prcfesslcnal wcrkers whc prcvlde LR as part cf a general welfare
lntervlew. Ycu may well be skllled ln prcvldlng welfare ocunselllng, but have pccr kncwledge cr
rescuroe netwcrks ln hcuslng cr fnanolal ocunselllng. Dcn`t expeot ycurself tc 'dc everythlng`
dc what ycu are tralned tc dc well and refer cut fcr cther areas cf expertlse.
When to recommend additional services
^part frcm maklng the mcst effeotlve use cf ycurself and the ollent`s tlme, reocgnlslng ln what
olroumstanoes lt ls advlsable tc refer ycur ollent tc an apprcprlately tralned prcfesslcnal cr expert
ls cne cf the mcst useful rcles that oan be played by the LR wcrker.
lf the ollent speolfoally requests help, fcr lnstanoe wlth a debt prcblem, then ycu need tc be able
tc determlne whether ycu are the mcst apprcprlate perscn tc prcvlde asslstanoe cr whether the
prcblem falls wlthln the realms cf the wcrk cf a fnanolal ocunsellcr.
ln scme oases the ollent may nct reocgnlse themselves that they have a prcblem ncr have any
kncwledge cf the range cf ocmmunlty suppcrt servloes avallable. ln these olroumstanoes ycur
rcle ls tc let the ollent kncw abcut what and where servloes are prcvlded and cffer tc suppcrt a
referral lf the ollent expresses an lnterest ln pursulng mcre help. Remember lt ls ycur
respcnslblllty tc have the mcst up tc date and ocrreot referral lnfcrmatlcn.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
48
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
49
Tc be able tc refer apprcprlately ycu need a ocmprehenslve lcoal servloes and rescuroe
lnfcrmatlcn gulde. lt shculd be readlly avallable, suoh as cn ycur desk cr ln an lntervlew rccm fcr
easy referenoe.
More harm than good?
Many ollents wlll seek ycur advloe cr cplnlcn cn a whcle range cf ocmplloated prcblems. ^ typloal
request oculd be:
"We|| what wcu|d ycu dc? Wi|| | |eave him cr nct?"
Befcre ycu respcnd tc an lndlvldual`s request lt ls better tc have thcught abcut and dlsoussed
wlth ycur supervlscr, the apprcprlate respcnses tc suoh sltuatlcns arlslng ln the lntervlew
sltuatlcn.
Fcr example, ln the abcve oase, ycu are wcrklng wlth scmecne whc ls llkely tc be very emctlcnal,
they may even be ln danger as the sltuatlcn may already, cr oculd, lnvclve famlly vlclenoe. Ycu
may nct be aware cf all the lmplloatlcns cf prcvldlng what may seem tc ycu an lnncoent
respcnse. Hcwever, beoause ycu take cn the mantle cf an expert wlthln a fcrmal agenoy servloe,
ycur respcnse oculd well be regarded by the ollent as 'prcfesslcnal` advloe.
Ycur perscnal cplnlcn may be that thls man scunds llke a real oreep and ycu oertalnly wculdn`t
put up wlth hlm. 0n the cther hand, ycu may have frmly held bellefs that lt ls best tc try and keep
a famlly tcgether at all ocsts. Hcwever, ycur perscnal cplnlcn ls cf nc mcre use tc thls ollent than
the cplnlcn cf the next perscn ln the street.
There ls a danger that lf ycu are nct prcfesslcnally tralned (as a scolal wcrker, welfare wcrker,
psyohclcglst) tc prcvlde assessment and advloe, then ycur cplnlcn may dc muoh mcre harm than
gccd.
what ycu oan dc fcr the ollent ln thls sltuatlcn ls tc tell them that ycu are nct ln a pcsltlcn tc
prcvlde advloe ycurself but that ycu oan help by cfferlng them cptlcns cn a range cf prcfesslcnal
ocunselllng servloes tc asslst them ln ocmlng tc thelr cwn deolslcn. lt ls then lmpcrtant tc fcllcw
thls up wlth referral arrangements lf the ollent wlshes tc prcoeed.
ln the example abcve ycu shculd oheok that the ollent feels safe ln returnlng tc thelr dcmestlo
sltuatlcn lf nct, lndloate that refuge aoocmmcdatlcn ls a pcsslblllty. The deolslcn as tc whether
the ollent shculd gc hcme cr seek shelter ln a refuge ls thelrs tc make, elther cn thelr cwn, cr
wlth apprcprlate prcfesslcnal suppcrt.
Ycur rcle as an LR wcrker ls tc put the ollent ln tcuoh wlth thcse ocmmunlty suppcrts, nct tc glve
advloe cutslde cf ycur area cf expertlse cr rcle.
Know your community support services
Befcre ycu begln tc prcvlde help tc ollents ensure that ycu have had tlme tc famlllarlse ycurself
wlth the servloes avallable ln ycur area. wherever pcsslble ensure that ycu have a gccd wcrklng
kncwledge cf the 'rcle` cf the prcfesslcnal suppcrt servloe staff and thelr referral orlterla.
Suggest that staff meetlngs, tralnlng sesslcns cr lnservloe tralnlng, regularly lnoludes vlslts frcm
cther lcoal wcrkers tc allcw fcr lnfcrmatlcn exohange between ycur agenoles.
How to reIer to a nancial counsellor
Flnanolal ocunsellcrs prcvlde advloe and asslstanoe tc pecple experlenolng a range cf fnanolal
prcblems. The mcst ocmmcn relate tc oredlt (perscnal lcans, hcuslng lcans, oredlt oards), debt
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
50
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
51
reocvery (befcre and after legal aotlcn), mcney management, and lssues abcut lnocme (espeolally
Centrellnk and wcrkCcver related payments).
There ls a netwcrk cf 0cvernment funded fnanolal ocunsellcrs aorcss ^ustralla whc prcvlde a
free, lndependent and ocnfdentlal servloe. These wcrkers are members cf the Flnanolal
Ccunselllng Servloe cf ^ustralla (FCS^). lt ls lmpcrtant tc reocgnlse that there are alsc a number
cf prlvate, prcft based cperatcrs aotlng as fnanolal ocunsellcrs. These cperatcrs oharge fcr thelr
servloes.
FCS^ headquarters ln eaoh state cr terrltcry wlll be able tc prcvlde ycu wlth the lcoatlcn cf the
nearest gcvernment funded servloe tc ycur agenoy (see the Rescuroe lnfcrmatlcn seotlcn cf thls
Handbcck).
Who can be assisted by nancial counselling?
The fcllcwlng summary ls almed at prcvldlng ycu wlth lnfcrmatlcn abcut the olroumstanoes
apprcprlate fcr referrlng ycur ollent fcr fnanolal ocunselllng. Ccntaot ycur lcoal fnanolal ocunsellcr
lf ycu have further querles.
There are fcur maln oauses cf prcblems whloh lead pecple tc seek fnanolal ocunselllng:
1. 0hanged circumstances
^ large prcpcrtlcn cf ollents cf fnanolal ocunsellcrs seek help when a ohange ln thelr fnanolal
olroumstanoes has resulted ln them nc lcnger belng able tc meet all thelr ocmmltments. Typloally
thls oan result frcm:
N unemplcyment;
N buslness fallure;
N lcss cf regular cvertlme;
N glvlng up wcrk fcr the blrth cf a ohlld;
N sudden unexpeoted debt asscolated wlth a oar aooldent cr lllness.
2. Inadequate income
Many pecple cn lcw/fxed lnocmes, suoh as 0cvernment lnocme suppcrt payments, dc nct have
encugh mcney tc meet baslo llvlng expenses. Desplte budgetlng they dc nct have the dexlblllty tc
deal wlth unexpeotedly hlgher bllls.
ln many cf these lnstanoes lt ls mcre apprcprlate fcr ycu tc asslst the ollent ycurself wlth scme
LR. There may be llttle cr ncthlng that a fnanolal ocunsellcr oan dc tc asslst and a referral ls
lnapprcprlate.
ln scme olroumstanoes, referrlng a ollent tc a budget ocunsellcr wculd be mcre apprcprlate. They
oan asslst ollents tc make the mcst cf the small amcunt cf mcney they reoelve (see the
Rescuroe lnfcrmatlcn seotlcn fcr budget ocunsellcrs ln ycur State).
Hcwever, a fnanolal ocunsellcr may be able tc at least prcvlde scme shcrt term asslstanoe, fcr
example, thrcugh renegctlatlng lcan repayments wlth a bank cn behalf cf a ollent.
3. 0ver commitment
ln a sltuatlcn cf cver ocmmltment, a perscn may be able tc meet baslo llvlng ocsts, hcwever they
are unable tc meet cther ocmmltments. Thelr fnanolal sltuatlcn may nct have ohanged at all, but
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
50
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
51
they may have taken cn a debt that they oculd never affcrd. Thls oan apply tc a penslcner wlth a
Bankoard debt cf 51,000 cr tc a ocuple wlth an lnocme cf 560,000 and a debt cf 5200,000.
ln these olroumstanoes the ollent has mlsjudged thelr ablllty tc pay and has relled cn the
oredltcr`s preparedness tc prcvlde oredlt as the evldenoe that they must be able tc affcrd lt.
Many oredlt lenders unfcrtunately are mcre ocnoerned wlth lendlng cr selllng the gccds than ln an
adequate assessment cf the oustcmer`s ablllty tc pay, and rely cn pressure tc ensure
repayments.
ln thls sltuatlcn a fnanolal ocunsellcr wlll wcrk wlth a ollent tc restruoture payments ln scme way.
4. 0ontractual liabilities
Flnanolal ocunsellcrs are well plaoed tc prcvlde pecple wlth advloe cn thelr llablllty cr entltlements
under a partloular ocntraot. Thls may relate tc a oredlt cr lnsuranoe ocntraot cr tc the llablllty cf a
guarantcr. Further expert advloe ls scught where neoessary.
No Interest Loan Schemes (NILS)
NlLS are a ocmmunlty based prcgram tc help lcw lnocme pecple buy essentlal hcusehcld ltems,
suoh as a washlng maohlne, frldge cr medloal appllanoe. Many lcw lnocme hcusehclds get by
week tc week, but are ocmpletely stuok when, fcr example, they need tc buy an expenslve
appllanoe.
NlLS have been cperatlng ln ^ustralla fcr 20 years. The 0ccd Shepherd Ycuth and Famlly
Servloes ln Melbcurne started the frst soheme ln 1981 and the ldea has gradually spread slnoe
wlth NlLS prcgrams kncwn tc be cperatlng ln NSw, vlotcrla, w^ and S^.
^ typloal NlLS lcan ls fcr arcund 5600 51,000 and repald cver a year. ^s lcans are repald, the
mcney ls lent cut agaln tc cther pecple. ^ 510,000 lcan fund wlll allcw the purohase cf abcut
5100,000 wcrth cf appllanoes.
NlLS are based ln ocmmunlty crganlsatlcns suoh as nelghbcurhccd oentres cr lcoal welfare
oentres. Mcst sohemes serve a gecgraphloal area. Scme sohemes have a narrcwer target grcup,
suoh as clder pecple cr pecple wlth oanoer.
Philosophy
The baslo phllcscphy behlnd the prcvlslcn cf NlLS ls:
N Tc cffer lcw lnocme ocnsumers oredlt cn falr and reascnable terms.
N Tc prcvlde lcw lnocme ocnsumers wlth aooess tc oredlt, wlthcut the burden cf hlgh lnterest
oharges.
N ^ bellef that all pecple shculd have aooess tc essentlal hcusehcld gccds fcr whloh oredlt ls
cften a neoesslty.
N ^ ocmmltment tc an assessment prcoess whloh lnoludes a determlnatlcn cf the applloant`s
oapaolty tc repay the lcan.
1arget group
ln general, lcans are cnly made tc pecple whcse maln lnocme ls scolal seourlty (eg cn a penslcn,
allcwanoe cr maxlmum Famlly layment). Typloal NlLS bcrrcwers are unemplcyed, slngle mums,
cld age penslcners and pecple cn dlsablllty penslcns.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
52
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
53
Hcwever, NlLS dc nct sult everycne. lf pecple oan aooess ocmmerolal oredlt cn reascnable
terms, they dc nct need NlLS. 0n the cther hand, pecple ln fnanolal orlsls oannct budget tc make
lcan repayments and are therefcre nct sultable fcr NlLS.
0o NILS really work?
NlLS have been prcven tc wcrk. 0n average, arcund 90 cf lcans are repald, allcwlng mcney tc
be reoyoled tc further bcrrcwers. The ocmmunlty base ls orltloal tc NlLS suooess.
Fcr lnfcrmatlcn abcut NlLS sohemes cperatlng ln ycur State, see the Rescuroe lnfcrmatlcn
seotlcn ln thls Handbcck cr ocntaot ycur State Ccunoll cf Scolal Servloe.
Centrellnk prcvlde advanoe payments, cf up tc 5500 per year fcr lnocme suppcrt reolplents whc
have been ln reoelpt cf payments ocntlnucusly fcr three mcnths cr lcnger. These payments are
then repald thrcugh fcrtnlghtly deduotlcns. lnfcrmatlcn cn advanoe payments ls prcvlded ln lart
4 cf thls handbcck.
kIkkAl I: IkAININ0 Xk0IS
qaest|oas
1. Uslng the fcllcwlng oase studles, llst the 'prcblems` that ycu belleve are apprcprlate fcr ycu
tc address wlthln an LR lntervlew.
2. Llst thcse prcblems that shculd be referred tc cther servloes and why. Hcw wculd ycu explaln
thls tc ycur ollent?
3. Uslng ycur lcoal servloe rescuroe gulde name the agenoles tc whloh ycu wculd refer the
prcblems ln questlcn 2.
Dlsouss these oases wlth ycur fellcw wcrkers and supervlscr/manager. Dld ycu all agree cn the
apprcprlate arrangements fcr eaoh oase?
Case 5tudy 13: Irene and Beb.
lrene and Bcb, frcm Newoastle, NSw, have nc ohlldren and are bcth dependent cn the dlsablllty
suppcrt penslcn. They have a Department cf Hcuslng dat and nc oar. They depend cn publlo
transpcrt tc seek medloal attentlcn and lf Bcb requlres urgent help fcr asthma they cften pay taxl
fares tc get tc the lcoal hcspltal emergenoy department.
lrene oannct affcrd fccd thls week beoause she has pald the remalnlng mcney frcm thelr penslcn
cn hlre purohase payments fcr a washlng maohlne and refrlgeratcr (frcm a lcoal eleotrloal bulk
purohase stcre) and ls ncw fcur weeks ln arrears.
lrene: "They sent debt cc||ectcrs arcund yesterday. They said that they'd be back fcr the gccds
next Saturday un|ess the payments are brcught up tc date. We can't manage withcut a
refrigeratcr and washing machine. The c|d cnes had kept cn breaking dcwn and it wasn't wcrth
repairing them any mcre."
Bcb: "We cwe $214 and cur next pensicn isn't due ti|| the fc||cwing Thursday."
Lven lf thelr payments were up tc date lrene and Bcb are apprcxlmately 518 shcrt every week tc
make the payments lf everythlng ls gclng well and they have nc extra ocsts.
Case 5tudy 14: 6|na (Part 1).
0lna ls 14 and has ocme tc ycur agenoy tc get scme mcney. She says she has left hcme and ls
staylng wlth frlends althcugh she wcn`t say where. 0lna appears tc be stressed, she ls hungry
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
52
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
53
and tctally unocmmunloatlve abcut anythlng cther than that she wants scme mcney.
0lna: "|f ycu're nct gcing tc he|p me then just say sc, |'m nct gcing tc hang arcund here a|| day."
Case 5tudy 14: 6|na (Part 2).
Ycur agenoy prcvlded 545 tc 0lna the prevlcus day, tc help her wlth aoocmmcdatlcn ocsts. 0lna`s
father, Rcbertc, ocmes tc the agenoy.
Rcbertc: "|'m gcing tc sue ycu and ycur stupid sccia| wcrker mcb fcr every penny ycu've gct. |
dcn't kncw where ycu pecp|e get cff trying tc he|p a mincr gc cut and |ive cn the streets. She's
gct a perfect|y gccd hcme with everything she ccu|d want and just because we're having a few
rcugh times |ike any cther b|ccdy fami|y with teenagers, ycu sccia| wcrkers think ycu have the
right tc p|ay Ccd and a|| ycu're gcing tc dc is create cne mcre hcme|ess statistic. |s that what
ycu're cn abcut?
Ycu wcu|dn't even kncw if ycu fe|| cver it. My daughter gct picked up by the pc|ice |ast night and
ycu kncw what she'd used ycur mcney fcr we||, dc ycu? She'd used it tc shcct up. She'd never
have dcne that if it wasn't fcr ycu medd|ing in things ycu kncw ncthing abcut. Why didn't ycu ring
me and te|| me she was here and ta|k tc her abcut gcing hcme?"
Case 5tudy 16: Re|en.
Helen ls marrled wlth twc ohlldren aged twc and fcur. Her husband wcrks ln a panel beatlng
buslness and they llve ln a prlvately rented dat.
Helen has been tc ycur agenoy cn twc prevlcus cooaslcns requestlng asslstanoe wlth mcney fcr
rent and tc pay an energy blll. 0n thls cooaslcn hcwever Helen has cbvlcus brulslng cn her faoe
and arms and ls dlstressed.
Helen has ocme wlth a frlend oalled 1une whc ls dclng a lct cf the talklng.
1une: "Lcck, scmecne has tc dc scmething tc he|p He|en cr | reckcn next time he ccmes hcme
|ike this he'|| ki|| her. | rea||y dcn't think ycu shcu|d gc hcme tcday He|en. |f ycu want me tc, |'||
take the kids fcr a few days whi|e ycu scrt ycurse|f cut."
Helen: "| dcn't kncw what tc dc. |f |'m nct hcme when he gets there he'|| be furicus it might be
wcrse fcr me. | mean he rea||y |cves the kids and | can't imagine him |etting them gc. | dcn't have
any mcney at a|| and |'ve rea||y gct ncwhere tc gc | just thcught that if | ccu|d get scme he|p
with scme mcney fcr the rest cf the week withcut him kncwing, |'|| be OK.
Ycu kncw he cn|y gct mad because |'d spent tcc much at the supermarket and | was $25 shcrt
fcr the rent. | mean he's under a |ct cf strain tcc ycu kncw, what with the bcss at wcrk
threatening tc retrench a few cf the b|ckes. He's never hit the kids befcre, | dcn't think he'|| ever
dc that again, he was sc upset with himse|f afterwards."
Case study 16: 6ary.
0ary ls marrled tc ^nnette and they have three ohlldren aged 12, 9 and 7. 0ary was a oarpenter
wlth a bulldlng frm that ocllapsed. He has had cnly cdd jcbs cver the last 18 mcnths and ^nnette
whc wculd llke parttlme cffoe wcrk ls unable tc fnd any wlthln a reascnable travelllng dlstanoe
beoause they llve ln a rural area whloh has llttle lcoal emplcyment prcspeots.
0ary: We have been ab|e tc hang in and keep the hcuse and |and sc far but | kncw |'m nct gcing
tc be ab|e tc keep up the payments any mcre. |'ve a|ready spcken tc the acccuntant at the bank
and renegctiated the payments dcwn as far as they are prepared tc gc. |'ve a|sc gct nine mcnths
cf payments tc gc cn my ute and if | |cse that |'|| never be ab|e tc get any wcrk."
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
54
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
55
Home visits
These hlnts fcr dellverlng LR ln the servloe user`s hcme shculd be used ln ocnjunotlcn wlth the
general advloe ocntalned ln thls seotlcn cf the Handbcck.
Brlnglng LR tc pecple ln thelr cwn hcmes ls an cptlcn used by scme agenoles elther as the basls
cf thelr servloe, cr ln addltlcn tc an cffoe based praotloe.
Fcr agenoles whloh prcvlde bcth types cf servloe, hcme vlslts are usually made cnly when the
ollent ls hcusebcund, as ln:
N lnstanoes cf lll health;
N the oare cf ycung ohlldren;
N laok cf transpcrt cr rural lsclatlcn.
lf ycu wcrk fcr an agenoy that prcvldes LR ln the servloe user`s hcme, ycu are essentlally
prcvldlng the same servloe that ycu wculd ln an cffoe settlng, but many cf the safeguards bcth
fcr ycu and the ollent dlsappear. There ls a oertaln seourlty fcr bcth wcrker and ollent ln bcth the
prctcocl cf an cffoe llke envlrcnment and belng surrcunded by staff and cther ollents.
Respect the client's rights
when ocnduotlng hcme vlslts, ycu need tc be sensltlve tc and take lntc aoocunt a number cf
addltlcnal ocnslderatlcns tc ensure that the ollent`s dlgnlty, prlvaoy and cther rlghts are
malntalned. whllst there may be scme stlgma ln 'seeklng help` frcm a welfare agenoy, havlng an
agenoy wcrker ln a ollent`s hcme expcses thelr prlvate llfe.
Thlnk abcut hcw the ollent feels when lnvltlng cne cr twc strangers lntc thelr hcme.
ln addltlcn tc feellng uneasy abcut needlng tc seek help, they may feel:
N embarrassed abcut hcw tldy cr olean thelr hcme ls;
N lnseoure abcut the questlcns they need tc answer and whether cr nct ycu wlll asslst them;
N that they have tc prcve just hcw desperate they are fcr help what wlll ycu thlnk lf they have
asked fcr fccd and there ls scme fccd cn the kltohen table.
^s dlsoussed ln the 'values` seotlcn, wcrkers need tc ensure that they make the LR assessment
based cn the agenoy`s pclloles, nct whether ycu thlnk they need LR glven the state cf thelr hcme
and belcnglngs (eg. new Tv and vldec).
1he phone call prior to a home visit
The suooess cf a hcme vlslt cften depends cn the exohange cf lnfcrmatlcn between ycu (and/cr
ycur agenoy) and the ollent, befcre ycu even make the hcme vlslt. lf the request fcr ald ocmes
frcm a referral agenoy rather than dlreotly frcm the ollent, ycu shculd telephcne the ollent where
pcsslble befcre ycu make ycur vlslt.
Ycu may be able tc ocmplete all the neoessary data reocrdlng and assessment prcoedures
befcre ycu make the vlslt, thereby cnly dellverlng the oheque, fccd vcuoher cr fccd paroel at the
dccr wlthcut needlng tc enter the perscn`s hcme.
Ycu oculd fnd that the ollent wculd be better asslsted by ancther agenoy, cr that there ls a mcre
sultable strategy fcr deallng wlth thelr needs. Fcr example, ycu oculd arrange after negctlatlcn, fcr
a lcoal supermarket tc dellver grcoerles that the ollent may requlre.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
54
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
55
Belng olear abcut what ls requlred oan alsc ellmlnate the need fcr mcre than cne vlslt, whloh ls
espeolally lmpcrtant ln an agenoy that has a llmlted staffng oapaolty, as hcme vlslts are muoh
mcre labcur lntenslve than servloe based lntervlews beoause cf the tlme taken up ln travelllng. lt
alsc ellmlnates further dlsruptlcn fcr the ollent.
0hecklist ~ BeIore a home visit
N ls the ollent ellglble fcr LR asslstanoe frcm ycur agenoy? Use ycur agenoy`s data assessment
fcrm tc oheok thls.
N what type cf asslstanoe ls the ollent requestlng (eg. mcney tc pay a blll, mcney fcr fccd, a
fccd paroel)? Let the ollent kncw exaotly what help ycu oan prcvlde and always make lt olear
that ycu dc nct oarry oash. Thls avclds ralslng the ollent`s expeotatlcns and the ocnsequent
anger and vlclenoe that oan scmetlmes result.
N ^re there any cther ways asslstanoe oculd be glven befcre cr lnstead cf the hcme vlslt? Fcr
example, oheoklng tc see lf there are any prcblems wlth the perscn`s penslcn cr allcwanoe
payment, cr lf the ollent needs any cther servloes suoh as hcme help, the dlstrlot nurslng
servloe eto.
N Negctlate a sultable tlme fcr bcth the pecple maklng the hcme vlslt and the ollent just
beoause ycu are prcvldlng asslstanoe dces nct mean that the ollent shculd aooept any tlme
that ls ocnvenlent tc ycu. The ollent shculd be lnfcrmed cf any alteratlcn tc the
arrangements.
N Lndeavcur tc arrange the vlslt as qulokly as pcsslble lf the sltuatlcn cf the ollent ls desperate
(eg. they have nc fccd cr mcney left).
N Nctlfy the ollent as tc the name cr names cf the staff whc wlll vlslt and hcw they wlll ldentlfy
themselves (eg. lf they have a unlfcrm cr agenoy lD oard).
At the client's home
Set the ollent at ease frcm the very beglnnlng. lrcduoe agenoy ldentlfoatlcn as ycu lntrcduoe
ycurself and the cther wcrker, and refer tc the ollent`s phcne oall tc ycur agenoy. lf ycu spcke tc
the ollent ycurself then lndloate that. ^sk lf they stlll requlre asslstanoe.
lf ycu have ocmpleted the lntervlew by phcne and are slmply dellverlng the LR tc the dccr, ask fcr
scme ldentlfoatlcn lf thls ls requlred (be oareful nct tc make thls tcc threatenlng). ^lsc oheok lf
the ollent requlres any further asslstanoe, fcr example, cther servloes cffered by ycur agenoy, cr
cther agenoles ln the area.
lf thls ls the oase, ask lf ycu oan ocme ln fcr a few mlnutes and dlsouss hcw ycu may help. lt ls,
hcwever, always the rlght cf the ollent tc refuse entry.
Security procedures
lnfcrm the ollent cn the lnltlal ocntaot prlcr tc the hcme vlslt lf ycu dc nct prcvlde oash
asslstanoe. The type cf materlal cr fnanolal ald (eg. oheque, fccd vcuoher) whloh ycu dc glve
shculd be speolfed.
Fcrmal quallfoatlcns ln ocunselllng skllls (l.e. scolal wcrker, famlly ocunsellcr, ycuth ocunsellcr)
are requlred tc ocnduot hcme vlslts alcne.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
56
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
57
INP0kIANI N0I
lf ycu are a vclunteer dc nct attempt a hcme vlslt alcne.
ldeally, there shculd be twc staff. Unpald staff, wlth nc fcrmal quallfoatlcns, shculd always be
aoocmpanled by ancther wcrker tc ocnduot hcme vlslts.
lnfcrm the agenoy cf the names and addresses cf the ollents that ycu wlll be vlsltlng and the
apprcxlmate tlme that ycu expeot tc be baok. Ycu shculd oall ln by phcne lf ycu have been
delayed. lf thls ls ycur last task fcr the day, ycu shculd rlng ycur agenoy tc lndloate ycu have
fnlshed fcr the day.
Ccnduot the lntervlew at the frcnt dccr cr return tc ycur agenoy lf ycu have any reascn tc be
ocnoerned fcr ycur safety cn arrlval at the ollent`s hcme.
lf cnoe lnslde the ollent beocmes lcud cr threatenlng ycu shculd leave lmmedlately.
Befcre ycu ocnduot a hcme lntervlew, dlsouss wlth ycur fellcw wcrker ycur crganlsatlcn`s safety
prcoedures.
Networking Ior workers
Netwcrklng wlth cther wcrkers and agenoles cutslde ycur cwn crganlsatlcn has benefts fcr ycur
ollents, ycur cwn wcrk, ycur agenoy and the occrdlnatlcn cf welfare prcvlslcn tc ycur lcoal area.
Netwcrklng oan coour at several levels wlthln cr frcm ycur crganlsatlcn.
^t a fcrmal level, ycur agenoy may netwcrk wlth cther LR, welfare and health agenoles at lcoal cr
reglcnal ocmmlttee meetlngs. Thls enables agenoles tc develcp occperatlve and occrdlnated
pclloles and servloes lnoludlng, fcr example, jclnt researoh cr advcoaoy prcjeots.
^s an LR, ycu may be oalled cn tc represent ycur agenoy cn cne cr mcre cf these ocmmlttees.
Make sure ycu kncw the netwcrklng llnks cf ycur agenoy and lf ycu dc have an lnterest ln
netwcrklng at thls level lndloate thls tc ycur supervlscr cr manager.
^t a oase wcrk level, netwcrklng enables ycu tc cffer ycur ollents a llnk tc speolallst ocmmunlty
servloes tc address the oauses cf thelr need fcr LR. Thls extends the benefts cf LR prcvlslcn frcm
the lmmedlate prcvlslcn cf materlal and fnanolal ald tc addresslng the lcng term cr oausal faotcrs.
^t the level cf lndlvldual LR wcrkers, netwcrklng oan prcvlde lmpcrtant lnfcrmal suppcrts fcr what
ls cften a very stressful jcb. Thls netwcrklng oan be partloularly lmpcrtant fcr small and lsclated
agenoles cr where an LR wcrker ls alcne ln thls rcle ln an crganlsatlcn wlth wcrkers undertaklng
dlfferent rcles. Fcr thls rcle durlng netwcrklng meetlngs, the mcrnlng cr afternccn tea oan be the
mcst lmpcrtant ltem cn the agenda!
How to network with other community workers
Ycu need a gccd kncwledge cf cther materlal ald agenoles ln ycur lcoal cr reglcnal area, lnoludlng
ellglblllty orlterla, type cf asslstanoe glven, referral arrangements. Cheok tc see lf ycur agenoy has
a materlal ald prcfle as part cf thelr rescuroe manual cr dlreotcry.
Ycu alsc need a kncwledge cf Federal, State/Terrltcry and lcoal gcvernment prcgrams and ncn
gcvernment ocmmunlty servloes. Cheok ycur agenoy`s rescuroe manual ls lt ourrent?
whenever ycu refer tc cther ocmmunlty servloe prcgrams make sure that ycu use that prcoess tc
add tc ycur cwn and ycur agenoy`s kncwledge base. Llst perscnal ocntaots and phcne numbers
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
56
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
57
and cther detalls and ensure that these are lnoluded ln updates cf oentrally ocmplled rescuroe
fles. lt ls very ocmmcn fcr lnfcrmatlcn tc be lcst wlth ohanges ln staff. New wcrkers therefcre
waste valuable tlme ln 'relnventlng the wheel` cf develcplng netwcrks.
0hecklist ~ 0ood Relations with 0ther Agencies
Tc develcp gccd wcrklng relatlcnshlps wlth cther wcrkers and agenoles ycu shculd:
N Use gccd referral praotloes (see belcw).
N Fcllcw up ycur part cf shared oase wcrk.
N lrcvlde reolprcoal asslstanoe fcr cther agenoy wcrkers where apprcprlate.
N Nct abuse occperatlve arrangements (eg. ycur wcrklng relatlcnshlp wlll qulokly break dcwn, lf
ycu refer ycur ollent cverlcad every Frlday afternccn).
N lrcvlde suppcrt tc cther wcrkers. lnfcrmal suppcrt tc and frcm cther wcrkers oan make a
dlfferenoe tc hcw everycne ln thls demandlng wcrk area ocpes wlth a dlffoult day cr week.
N Be ocnslstent ln ycur deallngs wlth cther wcrkers. lt ls lmpcrtant that ycu dcn`t let gccd
praotloe sllp when ycu are busy cther wcrkers are busy tcc.
N Remember that netwcrklng ls nct an exouse fcr 'dumplng` ollents cn cther agenoles. Be sure
that ycu have prcvlded all the asslstanoe pcsslble under ycur agenoy`s guldellnes. Referrlng
ollents tc cther servloes ls almed at asslstlng the ollents, nct 'gettlng rld` cf them.
Netwcrklng wlth cther ocmmunlty wcrkers cn speolfo areas cf lnterest cr ocmmlttees ls benefolal
nct cnly tc ycu as a wcrker, but lt lnoreases the prcfle cf LR, ycur agenoy and the lnterests cf
ycur ollents. Fcr example, lt ls very apprcprlate fcr an LR wcrker tc be cn a fccdbank ocmmlttee
cr reglcnal ycuth hcmelessness wcrklng grcup.
Due tc the nature cf ycur wcrk as an LR wcrker ycu are able tc prcvlde a unlque perspeotlve and
lnvaluable lnfcrmatlcn tc speolfo ocmmunlty based wcrklng grcups. Thls lnfcrmatlcn ocmes as a
result cf 'hearlng` ollents dlffoultles and asoertalnlng the mcst apprcprlate fcrms cf aotlcn tc
asslst them.
Thls 'grass rccts` cr 'street` kncwledge ls cne cf the mcst pcsltlve cutocmes cf belng an LR
wcrker. lt ls best put tc use vla advcoaoy cn behalf cf ycur ollents cr used tc lnfcrm peak bcdles
ln thelr pclloy fcrmatlcn.
Benets Ior clients
0ccd ocmmunlty servloe netwcrks oan:
N Llnk ycur ollents tc apprcprlate servloes.
N Reduoe ollent frustratlcn and anger thrcugh apprcprlate occrdlnatlcn cf servloes and referral
praotloes.
N lrcvlde ycur ollents wlth lnfcrmatlcn abcut hcw they oan help themselves.
N lrevent a deterlcratlcn cf the ollent`s exlstlng olroumstanoes.
N ^ddress the ollent`s shcrt term and lcng term prcblems.
N lrevent ollents gettlng 'the run arcund` frcm agenoy tc agenoy.
N lrevent pecple frcm falllng thrcugh the scolal seourlty safety net.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
58
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
59
Benets Ior workers
Netwcrks alsc have these benefts fcr wcrkers. Netwcrks oan:
N Save tlme ln lcoatlng apprcprlate servloes.
N lnorease ycur effolenoy allcwlng ycu tc fulfl ycur rcle as an LR wcrker and tc refer
apprcprlately tc cther servloes tc asslst ollents wlth addltlcnal cr oausal faotcrs suoh as
fnanolal ocunselllng, cr hcuslng asslstanoe.
N lrcvlde baok up and advloe fcr dlffoult oases.
N Reduoe the need fcr ycu tc asslst ollents wlth advloe ln areas fcr whloh ycu are nct
apprcprlately tralned.
N lrcvlde perscnal suppcrt.
ReIerrals
The lmpcrtanoe cf gccd referrals oannct be cverstated.
0ccd referral praotloes oan result ln ollents kncwlng:
N why they are belng sent elsewhere;
N hcw tc get tc ancther servloe;
N when tc present tc the servloe;
N what tc expeot when they arrlve.
Fcr ancther servloe tc whcm ycu are maklng a referral a gccd referral means they are:
N ocnfdent that ycu have referred scmecne whc ls ellglble fcr thelr servloe;
N kncw when ycur ollent has an appclntment;
N aware, lf permlsslcn ls glven by ycur ollent, cf relevant lnfcrmatlcn allcwlng the cther servloe
tc prepare and savlng ycur ollent tlme ln repeatlng lnfcrmatlcn.
lnapprcprlate referrals oan:
N result ln extra ocsts tc the ollent whloh they oan`t affcrd;
N lnorease the stress lnvclved ln seeklng help;
N bulld up false expeotatlcns fcr the ollents;
N glve ollents 'the run arcund`;
N lead tc a lcss cf ocnfdenoe ln welfare staff, the very pecple that they have pluoked up
encugh ocurage tc ask fcr help.
^ll cf these oan result ln frustratlcn and angry cutbursts cr ocntrlbute tc lnoreased vlclenoe ln
ycur cwn cr cther agenoles.
0hecklist- How to reIer properly
Tc make apprcprlate referrals cn behalf cf ycur ollent ycu frstly need tc:
N Have gccd lnfcrmatlcn abcut the rescuroes ln ycur lcoal area (eg. cther LR agenoles, hcuslng
cr fnanolal ocunsellcrs, ocmmunlty health oentres). Ycu wlll alsc need lnfcrmatlcn abcut
cther prcgrams and servloes that may be avallable ln ycur reglcn cr oentrally.
N Develcp gccd netwcrks wlth cther servloe prcvlders ln the area thrcugh regular LR meetlngs
and cther lnteragenoy meetlngs.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
58
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
59
N lf ycu are the agenoy representatlve at lcoal meetlngs, pass cn ycur lnfcrmatlcn tc cther
wcrkers.
N Develcp reolprcoal referral arrangements suoh as jclnt referral fcrms. Thls avclds the
sltuatlcn where a perscn whc has already been assessed at ycur agenoy fcr materlal ald, but
oannct be asslsted beoause cf partloular ellglblllty orlterla cr a shcrtage cf funds, has tc gc
thrcugh ancther assessment lntervlew.
N Dlsouss the avallablllty cf the partloular servloe cr agenoy wlth ycur ollent, glvlng them
adequate lnfcrmatlcn abcut the agenoy`s guldellnes (eg. what the agenoy cffers and what tc
expeot, further assessment prcoesses, what types cf questlcns they may be expeoted tc
answer, the hcurs cf cpenlng).
N Ccnfrm wlth ycur ollent, tc see lf they want tc prcoeed wlth a referral whlle they are ln the
lntervlew. ^sslstanoe ycu have glven the ollent shculd nct be dependent cn them havlng tc
attend ancther servloe unless that was made olear prlcr tc the lntervlew. Ycu need tc lndloate
tc the ollent lf future asslstanoe frcm ycur agenoy ls dependent cn thelr attendlng ancther cf
ycur agenoy`s prcgrams cr ancther agenoy`s servloe.
Making the reIerral
when maklng a referral, ocnslder the fcllcwlng:
N Have ycur ollent, cr ycu, make a phcne oall tc the agenoy ycu are sendlng the ollent tc, whlle
the ollent ls wlth ycu. Lnsure that the asslstanoe ls avallable at the cther agenoy and wcrk
cut the mcst apprcprlate tlme cr appclntment. Remember tc ocnsult ycur ollent abcut what ls
ocnvenlent fcr them alsc. They have respcnslbllltles tcc (eg. they may need tc plok up a ohlld
frcm sohccl cr arrange ohlld oare).
N ^s well, fll cut a referral sheet cr letter that has been dlsoussed and aooepted by cther
agenoles ycu are llkely tc refer tc (see example).
N Cheok that the ollent kncws where tc gc, hcw tc get there and the appclntment tlme. Ycu
oculd asslst the ollent by wrltlng thls lnfcrmatlcn dcwn fcr them and even prcvldlng them wlth
a phctcocpy cf the relevant seotlcn frcm a street map.
N Lnsure that they have gct the mcney tc get there. Ycu may be able tc arrange transpcrt
tlokets cr a small amcunt cf oash sc that they oan reaoh the arranged appclntment.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
60
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
61
kIkkAlS II: IkAININ0 Xk0IS
Read the fcllcwlng oase examples and answer the questlcns belcw.
Case 5tudy 12: 1u||e.
1ulle has reoently separated frcm her de faotc husband fcllcwlng dcmestlo arguments that
lnvclved her belng severely beaten. ^fter a shcrt stay wlth frlends, 1ulle has deolded tc
tempcrarlly set herself and her twc ohlldren up ln a oaravan ln an cuter suburb. She hcpes tc
eventually get publlo hcuslng. Her beneft has just ocme thrcugh. She has managed tc get encugh
baslo ltems tcgether fcr the klds, hcwever she wants scme help ln paylng her upfrcnt rent ocsts.
1ulle appears tc be very self rellant.
Durlng the lntervlew 1ulle says, "The cn|y trcub|e is that we're rea||y cn tcp cf each cther a|| the
time. |'ve been sc stressed cut wcrrying abcut whether Jchn wcu|d fnd us and hcw |'d ccpe
fnancia||y that |'ve rea||y been taking it cut cn the kids.
| rea||y whacked intc Jenny, pccr kid, and it wasn't fcr anything she'd dcne. There's just ncwhere
tc get away by ycurse|f. | dcn't kncw hcw |cng |'|| be ab|e tc take it."
Mary, the LR wcrker arranges a oash oheque cf 575 tc help wlth the rent. She alsc rlngs 0reg at
ancther lcoal agenoy whc agrees tc asslst 1ulle wlth a fccd paroel and scme orcokery whloh 1ulle
oan plok up thls afternccn.
1. Llst the prcblems that 1ulle oculd be cffered asslstanoe wlth.
2. Llst the ocmmunlty suppcrt agenoles that ycu oculd refer 1ulle tc ln ycur area fcr further
suppcrt.
3. ln a grcup, cr wlth ycur occrdlnatcr dlsouss:
- whether Mary prcvlded adequate asslstanoe tc 1ulle;
- the llkely ocnsequenoes cf 1ulle remalnlng ln her ourrent sltuatlcn;
- any benefts fcr 1ulle ln prcvldlng her wlth llnks tc cther ocmmunlty suppcrt servloes.
Case 5tudy 13: Beb.
Bcb has been unemplcyed fcr three mcnths. He ls marrled tc Llleen and they have fcur ohlldren
aged 16, 14, 12 and 10. Llleen has nct wcrked slnoe befcre she had the ohlldren. Bcb has mcre
prcblems than ycu oculd shake a stlok at. He prcduoes dcouments regardlng debts fcr hls hcuse,
oar and furnlture and fnal nctloes fcr gas and eleotrlolty. Bcb ls angry, lcud and aggresslve and
Llleen ls upset.
lt ls Frlday afternccn and lt has been a really demandlng day fcr lhll, the LR duty wcrker. Bcb ls
lhll`s last ollent and he needs tc leave by 4 pm beoause lt`s hls turn tc plok up the klds frcm
oreohe.
lhll usually refers severe debt oases tc the lcoal fnanolal ocunselllng servloe by maklng an
appclntment. Beoause he ls sc rushed, he hands Bcb the address and telephcne number and
glves hlm a 545 fccd vcuoher.
Dlsouss ycur respcnses tc the fcllcwlng questlcns wlth ycur tralnlng grcup cr occrdlnatcr.
1. what ls the llkely soenarlc lf Bcb turns up at the fnanolal ocunselllng servloe thls afternccn?
2. what are the llkely ocnsequenoes fcr lhll and hls agenoy?
3. lhll was under a reascnable amcunt cf stress, he dld hls best under the olroumstanoes. Dc
ycu agree? what were scme alternatlve strategles fcr lhll glven the ocnstralnts cf the
sltuatlcn?
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
60
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
61
Sample ReIerral Letter
(^genoy Letterhead)
Referral tc ^ncther ^genoy
Name cf ^genoy Referred tc
^ddress
Telephcne Ccntaot lerscn
Mr/Mrs/Ms ls/are belng referred by
(Name cf Cllent) (Name cf 0rganlsatlcn)
fcr the servloe/s cutllned belcw lf ycu requlre further lnfcrmatlcn please rlng the emergenoy rellef
wcrker/Cccrdlnatcr
^ddress
Telephcne
Name 0f 0rganlsatlcn
Name 0f wcrker/occrdlnatcr
Detalls 0f Servloe Requlred Frcm Referral ^genoy
Reascn why Servloe Cannct Be lrcvlded By Referrlng ^genoy
Servloes Belng lrcvlded By 0ther ^genoles (lf ^pprcprlate)
0ther Relevant lnfcrmatlcn
Thls referral has been dlsoussed wlth the ollent and they have agreed tc the referral
Slgned lcsltlcn
Name Date
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
62
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
63
Advocacy by workers
Ycur wcrk as an LR wcrker wlll mcst frequently lnvclve ycu ln advcoatlng tcgether wlth, cr cn
behalf cf ycur ollent tc ensure thelr lndlvldual rlghts and entltlements.
Wider advocacy
Frcm tlme tc tlme ycur agenoy may alsc be lnvclved ln advcoaoy tc prcmcte and prcteot the
welfare cf lndlvlduals cr grcups.
Be aware cf the pclloy ocmmltments cf ycur agenoy tc advcoaoy lssues.
Keep ln mlnd the brcader lmplloatlcns cf ycur lndlvldual oasewcrk. Fcr example, are ycu seelng
any pattern tc prcblems? Can thls be ocnfrmed by ycur agenoy data oclleotlcn, cther data cr the
experlenoe cf wcrkers at ycur servloe cr cther servloes?
Ycu may dlsocver a prcblem wlth a regulatlcn cr prcoedure that appears tc be affeotlng a number
cf ycur ollents.
N ls the relevant ^genoy/Department aware cf the prcblem?
N Dces scmethlng need tc be dcne tc ohange thls sltuatlcn?
Ycu shculd ralse thls wlth ycur supervlscr/manager tc dlsouss what further aotlcn shculd be
taken.
Ycur agenoy may enocurage lndlvldual ollents tc advcoate cn behalf cf themselves as well as
cther pecple ln slmllar sltuatlcns by:
N enocuraglng them tc wrlte tc a member cf larllament, cr 0cvernment Mlnlster;
N enocuraglng them tc partlolpate ln lcoal ocmmlttees, ocnsumer cr selfhelp grcups, peak
bcdles and speolal meetlngs.
Cheok ycur agenoy pclloy cn ollent advcoaoy.
lrcteotlng ycurself and ycur ollent when aotlng cn thelr behalf
N ^lways oheok wlth ycur ollent tc see lf they feel ocnfdent advcoatlng cn thelr cwn behalf. They
may cnly requlre scme lnltlal asslstanoe wlth lnfcrmatlcn and referral.
N Never prcoeed wlth advcoaoy cn behalf cf ycur ollent wlthcut thelr agreement.
N Cheok baok wlth the ollent thrcughcut ycur enqulrles tc determlne hcw they wlsh tc prcoeed.
Fcr lnstanoe, ycu shculd ocnsult wlth them durlng and at the end cf a phcne oall tc keep
them lnfcrmed cf develcpments.
Muoh cf ycur advcoaoy wlll lnvclve negctlatlng wlth departmental cffoers ln Federal, State/
Terrltcry and tc a lesser extent, lcoal 0cvernment departments.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
62
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
63
0hecklist ~ EIIective advocacy
N Try tc develcp gccd wcrklng relatlcnshlps wlth departmental cffoers wlth whcm ycu are llkely
tc be ln frequent ocntaot. ^ttend netwcrk meetlngs as regularly as pcsslble, where they are
llkely tc attend, and ask questlcns.
N Clarlfy all the faots asscolated wlth ycur ollent`s oase befcre ycu make departmental
enqulrles.
N Keep aoourate reocrds cf the oase suoh as dates cf phcne oalls and the name cf the perscn/
perscns whc gave ycu advloe.
N 1ct dcwn ycur lnterpretatlcn cf the cutocmes cf phcne oalls.
N lf after reascnable negctlatlcn cn behalf cf ycur ollent ycu are stlll dlssatlsfed wlth the
cutocme ycu shculd ocnsult wlth ycur manager regardlng further aotlcn.
N Make sure that ycu have aooess tc up tc date departmental lnfcrmatlcn suoh as scolal
seourlty payment levels try nct tc waste tlme wlth baslo enqulrles.
N Be ocnslstent and rellable wlth ycur referrals and any oase wcrk that requlres fcllcw up.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
64
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
65
Reception staII
The reoeptlcnlst pcsltlcn ls a very lmpcrtant cne fcr any agenoy, espeolally ln an LR agenoy whloh
prcvldes human servloes fcr dlsadvantaged pecple. The reoeptlcn ls the frst pclnt cf ocntaot fcr
the ollent and wlll determlne hcw ocmfcrtable the ollent feels abcut seeklng ald and hcw the
ollent wlll regard ycur agenoy ln future.
wcrklng cn reoeptlcn oan be cne cf the mcst demandlng rcles wlthln an agenoy. Thls wlll depend
cn the slze cf the agenoy ycu wcrk fcr, hcw busy lt ls and the number cf respcnslbllltles that are
lnoluded ln ycur jcb desorlptlcn.
The rcle cf reoeptlcn staff oan lnolude:
N ensurlng that pecple have aooess tc the servloe;
N asslstlng ollents tc feel ocmfcrtable ln seeklng LR;
N crganlslng appclntments/waltlng rccm arrangements;
N assesslng the needs cf ollents tc speolal suppcrt, cr prlcrlty asslstanoe;
N advlslng cther staff/management cf pctentlally dlffoult ollents;
N referrlng ollents tc cther servloes;
N prcvldlng fnanolal/materlal ald;
N a varlety cf admlnlstratlve dutles.
0ne cf the mcst dlffoult aspeots cf wcrklng at reoeptlcn ls that nc matter hcw the agenoy ls
crganlsed (by appclntment system cr ctherwlse), ycur wcrk oannct be meted cut evenly cver the
day. There wlll be tlmes when fve oalls are ocmlng ln, slx pecple are at the desk and there ls a
waltlng rccm full cf pecple. ^t cther tlmes ycu wlll have plenty cf tlme tc asslst a slngle ollent.
^lways be pcllte and ocnslderate tcwards ycur ollents. The ollents are the reascn the servloe
exlsts and lt ls always the best pclloy tc shcw them and all vlsltcrs/oallers that they are
lmpcrtant and deserve respeotful treatment.
0hecklist ~ Reception
The fcllcwlng llst prcvldes advloe cn hcw tc dellver a ocnslstent, quallty servloe tc ollents ln these
olroumstanoes.
N Be sensltlve tc pecple`s feellngs and rlghts.
N Be aware cf, and sensltlve tc, hcw pecple feel when seeklng LR.
N Remember that pecple whc are seeklng LR have the same rlghts tc dlgnlty and prlvaoy that
ycu dc. Cheok the agenoy`s ocpy cf prlvaoy leglslatlcn ln regards tc ollent lnfcrmatlcn and
hcw lt shculd be stcred.
N when asklng ollents fcr perscnal lnfcrmatlcn at reoeptlcn, cr prcvldlng fnanolal cr materlal
ald suoh as oash, fccd paroels cr transpcrt tlokets keep the fcllcwlng ln mlnd:
- dcn`t ask any unneoessary questlcns;
- keep ycur vcloe as qulet and uncbtruslve as pcsslble, the ollent`s sltuatlcn ls a matter cf
ocnfdentlallty and nct fcr the lnfcrmatlcn cf any cther ollent be dlsoreet;
- lf cther ollents are present, request that they take a seat untll ycu oan asslst them mcre
prlvately cr alternatlvely mcve tc ancther area cf the desk;
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
64
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
65
- be sensltlve tc the partloular needs cf scme ollents, fcr example, pecple wlth physloal
dlsabllltles and ocmmunloatlcn dlffoultles.
0hecklist ~ Making clients comIortable in the waiting area
N Let the ollents kncw hcw lcng they are llkely tc have tc walt tc be seen.
N Cllents wlth appclntments shculd be tcld cf any antlolpated delays cn arrlval.
N lf there ls a waltlng rccm full cf pecple and ycu antlolpate a lcng delay, lnfcrm the ollent cf
the llkely length cf the delay and cffer ollents the cppcrtunlty tc leave wlthcut lcslng thelr
plaoe as lcng as they are baok by an allctted tlme. Ycu oan reocrd thelr plaoe ln the queue
and the tlme they have agreed tc return. Thls oan be partloularly helpful lf a ollent ls agltated
abcut the delay, cr lf they have scmethlng else they need tc attend tc. Fcr lnstanoe lt ls very
dlffoult fcr parents wlth ycung ohlldren tc keep them entertalned fcr a lcng perlcd. They may
be able tc take them fcr a walk, cr tc a lcoal playgrcund fcr a break.
N Shcw the ollent thrcugh tc the waltlng area and faollltles suoh as ocffee/tea maklng area,
tcllets, ohlldren`s tcys, readlng materlal, pamphlets and lnfcrmatlcn.
N Suggest tc a ollent whc appears upset cr dlstressed that they may llke tc walt ln a mcre
prlvate area suoh as an lntervlew rccm. Ccntaot the occrdlnatcr. They may need tc qulokly
assess lf the ollent needs lmmedlate help/suppcrt.
Know your agency's policies and procedures
N Be olear abcut ycur respcnslbllltles, ln partloular, what respcnslbllltles ycu have tc the ollents
themselves and where ycur rcle as reoeptlcnlst fnlshes and that cf the LR wcrker beglns. Be
famlllar wlth the agenoy`s pclloles and prcoedures, the range cf servloes lt prcvldes and the
ellglblllty orlterla.
N ln shcrt, ycu need tc be able tc prcvlde a range cf lnfcrmatlcn abcut hcw ycur agenoy
funotlcns, frcm what days and hcurs staff wcrk, tc where the lcoal bus stcp ls.
N Develcp oheokllsts abcut ycur agenoy`s prcgrams fcr use ln prcvldlng lnfcrmatlcn cn the
phcne. Have pamphlets cn these servloes ready tc hand dlreotly tc ollents. Have a ocpy cf
ycur agenoy`s rescuroe manual avallable fcr easy aooess.
N lrcvlde every ollent arrlvlng at reoeptlcn wlth a wrltten pamphlet, lf avallable, explalnlng the
LR servloe cf ycur crganlsatlcn.
0hecklist ~ How to advise clients oI what to expect
lf the ollent kncws abcut ycur LR servloe frcm a prevlcus vlslt cr a prcper referral (where the
cther agenoy has explalned the prcoedure ln full) ycu need tc:
N ^rrange an apprcprlate tlme.
N lf ycur agenoy has a llmlt tc the number cf ocntaots, then oheok tc see lf the ollent meets
ycur 'hcw cften oan a ollent be asslsted` orlterla. Tell the ollent lf there ls any restrlotlcn cn
the amcunt cf ald due tc shcrtage cf funds cr cther reascns.
Scmetlmes pecple whc rlng cr arrlve at ycur servloe, wlll be seeklng general 'help` rather than a
speolfo servloe cr prcgram. They may cr may nct kncw what ycur agenoy prcvldes and ln scme
oases, pecple may be tcc embarrassed tc ask fcr fnanolal ald, even lf that ls what they need.
lf ycu have already asked hcw ycu oan be cf help and sense the perscn ls struggllng tc reply, a
gccd praotloe ls tc glve a brlef run dcwn cf the types cf servloes ycu cffer and let the perscn
ohccse the cne they thlnk oan asslst them.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
66
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
67
0hecklist ~ 0lient InIormation
The lnfcrmatlcn ycu need tc glve all new ollents cn thls frst pclnt cf ocntaot ls:
N Lllglblllty restrlotlcns (eg. lf lcoal 0cvernment area cnly, unless there are extenuatlng
olroumstanoes).
N Type cf fnanolal/materlal ald that oan be prcvlded. Thls wlll be dependent cn the cutocmes
cf the assessment by the LR wcrker (oheque, fccd vcuoher).
N what cther asslstanoe ls avallable tc the ollent [eg. oheoklng tc see lf ollent has travel
ocnoesslcn lf entltled].
N Type cf assessment (eg. ycu wlll need tc answer a few questlcns abcut why ycu need
asslstanoe).
N ^ny requlrements the ollent must prcvlde (Centrellnk oard, bllls fcr blll payment). lf the ollent
meets the orlterla, ycu oan arrange a sultable lntervlew tlme.
lf ycu are just tcc busy tc prcvlde these mlnlmum lnfcrmatlcn requlrements, then ycu oan:
N arrange a baok up perscn wlthln the agenoy tc refer the oalls tc;
N take the perscn`s number and rlng them baok wlthln 30 mlnutes;
N ask the perscn tc oall baok wlthln a deslgnated tlme.
Regional and remote providers oI ER
lt has lcng been establlshed that there ls generally a laok cf suppcrt servloes ln reglcnal and
rural areas. The added dlsadvantages fcr rural pecple experlenolng pcverty lnolude laok cf shcrt
and lcnger term emergenoy hcuslng, medloal and transpcrt servloes, tc name a few. ^s LR
wcrkers ycu wlll experlenoe the added frustratlcn cf nct always belng able tc refer ollents cn tc
the apprcprlate servloes tc have thelr baslo needs met.
lnfcrm ycur supervlscr eaoh tlme thls happens, keep oase studles, malntaln servloe data and
bulld up a rescuroe cf lnfcrmatlcn ycu may be able tc use tc advcoate fcr ycur ocmmunlty. Thls
may nct sclve the shcrt term needs cf ycur ollents but oculd help ycur ocmmunlty ln the lcnger
term. lt oculd mean the dlfferenoe between the prcblems remalnlng the same cr havlng a
negctlatlng tccl tc effeot ohange.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
66
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
67
SaIety issues and diIcult interviews
^ll staff need tc be aware cf safety lssues and ycur agenoy`s safety pclloles and prcoedures.
N Ycu shculd kncw hcw tc reocgnlse and nctlfy cther staff cr ycur manager lf a ollent`s
behavlcur seems tc ycu aggresslve cr dlffoult and be prepared wlth strategles tc prevent
dlffoult/aggresslve behavlcur and be aware cf cptlcns ln the event cf a serlcus lnoldent.
N Never handle a oash bcx ln full vlew cf the publlo.
N Lnsure ollent`s prlvaoy ls prcteoted (never dlsouss a ollent cr thelr perscnal detalls wlth
anycne cutslde the crganlsatlcn cr wlthln the crganlsatlcn apart frcm a 'need tc kncw`
basls).
N Malntaln a sense cf humcur.
N lf ln dcubt ask ycur manager.
Thls dlsousslcn ls nct meant tc ralse undue alarm abcut the prevalenoe cf vlclent lnoldents ln LR
agenoles as many agenoles have had nc experlenoe cf thls, but fcr thcse that dc, lt alms tc:
N ralse ycur awareness abcut the reallstlo rlsks lnvclved ln dlreot servloe dellvery;
N suggest apprcprlate cptlcns tc adcpt ln crder tc reduoe thcse rlsks tc a mlnlmum;
N reocmmend strategles tc ocnslder ln the event cf suoh an lnoldent coourrlng.
What causes client anger?
when lndlvlduals threaten cr aotually use vlclenoe tcwards a materlal ald wcrker, the reascns are
usually asscolated wlth a bulld up cf frustratlcn abcut a number cf faotcrs. These oan lnolude:
N nct havlng encugh mcney tc llve cn;
N anger wlth a prevlcus agenoy cr 0cvernment department;
N pccr occrdlnatlcn cr referral between agenoles (the 'run arcund`);
N pccr servloe dellvery strategles ln ycur cwn agenoy, eg. lcng walts ln orcwded waltlng rccms;
N lnadequate lnfcrmatlcn tc the ollent abcut the type cf asslstanoe cffered by the agenoy
resultlng ln expeotatlcns that oan`t be met;
N belng refused help wlth thelr lmmedlate need eg. a wcrker saylng nc tc asslstlng them wlth LR;
N the lnduenoe cf alochcl cr drugs;
N hct weather oan alsc ocntrlbute tc frustratlcn and anger.
Researoh shcws that the lnoldenoe cf vlclenoe asscolated wlth pecple wlth a mental lllness ls ln
faot belcw that cf the general publlo.
SaIety issues Ior staII
1. Kncw and dlsouss safety pclloy/prcoedure. ^ll lnltlal crlentatlcn and cngclng tralnlng shculd
lnolude advloe cn the ldentlfoatlcn, preventlcn and reduotlcn cf vlclent cr aggresslve lnoldents.
2. Have a olear understandlng cf ycur agenoy`s safety prcoedures befcre ycu begln dlreot
servloe prcvlslcn. Hcwever safety lssues shculd be seen as an area cf pclloy where there ls
cngclng dlalcgue between managers and staff. Dlsouss the hlstcry cf lnoldents ln ycur
agenoy and the prcoedures put ln plaoe tc address them.
3. Dlsouss any fears that ycu may have.
4. ^lways repcrt any aggresslve cr unocmfcrtable lnoldent tc management.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
68
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
69
5. Cheok ycur agenoy`s pclloy regardlng future asslstanoe fcr ollents whc have beocme
aggresslve.
6. Develcp a 'ocde` fcr ocmmunloatlng dlsoretely wlth cther staff members. Thls oculd slmply
mean that lf ycu are ocnoerned, ycu rlng ancther member and say scmethlng llke, "Jean, it's
Ji|| here, | fcrgct tc give ycu a te|ephcne message this mcrning, |'ve |eft it at recepticn", by
whloh 1ean wlll kncw tc alert management that there may be a prcblem and ocme stralght tc
ycur rccm cn scme pretext.
7. ^lways tell scmecne that ycu are lntervlewlng. lf ycu have any advanoe lndloatlcns that the
ollent oculd be dlffoult ycu shculd let ancther staff member kncw thls. Keep the dccr cpen
thrcughcut the lntervlew and perhaps arrange fcr them tc pass by ycur rccm cr even lnterrupt
ycu durlng the lntervlew.
8. Reoeptlcn and cther staff shculd be enocuraged tc ldentlfy ollents whc lnltlally present as
aggresslve cr agltated and nctlfy the manager cr the ollents` LR wcrker ln advanoe.
Dependlng cn the extent cf the dlffoult behavlcur ycu oculd arrange tc lntervlew wlth ancther
wcrker present cr dlsouss the sltuatlcn wlth the occrdlnatcr. Tcgether ycu may deolde tc
refuse tc prcoeed wlth the lntervlew but glve alternatlve asslstanoe.
9. Fcr future referenoe and taklng respcnslblllty fcr cther wcrkers welfare, lf a ollent has shcwn
vclatlle behavlcur ycu oan put a red stloker cn the ollent oard as a ocde fcr oautlcn. Thls
allcws cther wcrkers tc be mlndful and aware and nct lnadvertently esoalate a sltuatlcn.
Preventative physical environment and arrangements
0heck List- For saIety and security
N Dces ycur agenoy have safety prcoedures stated ln thelr pclloy and prcoedures manual cr an
alarm system tc the frcnt desk? Famlllarlse ycurself wlth the prcoedure cr alarm system used.
N Ycur lntervlew rccm shculd be set cut sc that ycu are always olcser tc the dccr than the
ollent, wlth a olear path tc the dccr.
N Never have anythlng ln ycur rccm cr ln the publlo area that oculd easlly be used as a weapcn
(suoh as solsscrs cr letter cpener cn the desk).
N Keep the dlstanoe between ycur ohalr and that cf the ollent beycnd physloal strlklng range.
N wear senslble olcthlng and fcctwear. wear shces that ycu oan mcve qulokly ln oase cf an
emergenoy. Keep ltems llke neoktles, soarves, earrlngs and neoklaoes tc a mlnlmum cr cut
cf reaoh sc they oan`t be grabbed cr pulled ln an attaok.
0onBict prevention and resolution strategies
1. ^okncwledge that ln a ocndlot sltuatlcn, ycu oan feel uneasy and fearful. 0lve ycurself scme
pcsltlve selftalk, lt ls lmpcrtant that ycu and the ollent peroelve that ycu have 'ycurself` and
the sltuatlcn under ocntrcl.
2. Slmllarly, be aware cf hcw ycur ollent feels. Ycu may be able tc very qulokly dlffuse a sltuatlcn by
ldentlfylng the reascns fcr the ollent`s anger, Lg. lf they have been waltlng a lcng tlme
aokncwledge thls, explaln the reascns and assure the ollent that ycu oan ncw try tc asslst them.
3. Be aware cf ycur ollent`s behavlcur cr any slgnlfoant ohanges, Lg. that the ollent:
- ls beocmlng tense cr agltated;
- beglns tc ralse hls cr her vcloe
- beglns tc mcve abruptly;
- rlses frcm the ohalr cr beglns tc paoe cr bang the table;
- expresses fear cf lcslng ocntrcl.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
68
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
69
4. Try tc develcp a relatlcnshlp wlth the perscn rather than just make a ocld hard headed
assessment. Thls oan be dcne by:
- demcnstratlng empathy and warmth;
- understandlng the prcblems and barrlers oreated by pcverty;
- glvlng feedbaok tc the ollent, aokncwledge thelr feellngs and reocgnlse thelr
olroumstanoes tc demcnstrate that ycu are llstenlng.
5. ^lways rlng the alarm cr use ycur ocde oall lf pcsslble. lt ls best tc have scmecne cn the way
even lf ycu have resclved the lnoldent by the tlme they have arrlved.
6. Try tc appear oalm, uslng a oalm and reassurlng vcloe.
7. Drcp ycur vcloe level a ralsed vcloe oan qulokly esoalate the emctlcns cf ycur ollent lntc
argument.
8. Deolde whether tc negctlate any further cr whether tc leave. Chccslng whether tc negctlate
any further cr whether tc leave ls up tc ycu. Ycu kncw best hcw the sltuatlcn ls prcoeedlng.
Scme negctlatlcn teohnlques ycu oculd use are:
- lndloate that ycu want tc llsten tc the ollent`s pclnt cf vlew and try tc understand lt, but
that ycu wlll nct dc sc lf they yell at ycu;
- lndloate that ncw that ycu have llstened tc them they oculd llsten tc what ycu have tc
say.
9. Repeat oalmly and mean lt | am here tc he|p ycu" Dc nct argue the pclnt lf the ollent ls
gettlng lcud cr mcre aggresslve.
^lways leave the rccm lf ycu beocme frlghtened at any tlme. 0nly return tc the rccm wlth
ancther staff member. Nctlfy reoeptlcn cr cther staff befcre ycu return.
10. lf ycu are physloally threatened, kncw where ycu are gclng tc run tc and run away, dcn`t stcp
cr hesltate. lf neoessary, plaoe cbstaoles ln the way cf the pursuant, suoh as a ohalr, olcsed
dccr eto, make a nclse and oall fcr help.
AIter a threatening or aggressive incident
Seek help frcm ycur peers cr management. Has any danger passed? lf nct, oall the pclloe cr take
what aotlcn ls neoessary tc remcve anycne frcm danger. Cheok tc see lf ycu, the ollent cr anycne
else needs medloal attentlcn. Ycur wcrkplaoe shculd have a deslgnated, quallfed wcrker wlth a
frst ald oertlfoate and a frst ald klt. lf neoessary, oall an ambulanoe cr aoocmpany an lnjured
perscn tc a hcspltal cr dcotcr.
^fter the lnltlal shcok, ycu may feel that ycu wlll be 'all rlght`, hcwever researoh shcws that suoh
lnoldents oan have an lmpaot cver an extended perlcd cf tlme. Request debrlefng frcm ycur
management, and lf ycu assess that ycu are nct ocplng elther lmmedlately cr even scme tlme
after the lnoldent, request further asslstanoe. 0et a manager cr oc wcrker tc asslst ycu ln wrltlng
a orltloal lnoldent repcrt.
0oping strategies
Kee|ng track ef yeur werk|ead
lt ls easy tc get cverwhelmed by the number cf thlngs that ycu have agreed tc fcllcw up when ycu
are asslstlng a number cf dlfferent pecple every day. Slmple reocrdlng methcds oan help ycu
ocntrcl ycur wcrk lcad, and shcw ycu where ycu need tc 'oatoh up` befcre ycu take cn mcre
ocmmltments. Keep a wcrk lcg bcck beslde ycu and ocmplete ln pclnt fcrm thrcughcut ycur day.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
70
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
71
Uslng a plaln nctebcck cr by oreatlng a table ln a wcrd dcoument, lnolude:
- Date
- Cllent lD
- ^otlcn taken
- Fcllcw up
- LR servloe(s) prcvlded (ncte amcunt lf oash)
- Referral tc (lf applloable).
Cheok thls at the end cf every week tc determlne the cutstandlng tasks, and set aslde tlme tc
fcllcw them up befcre ycu begln ancther week and ancther set cf tasks.
Tasks oan usefully be crganlsed aoocrdlng tc whether cr nct they are lmpcrtant and whether cr
nct they are urgent. 0ften, stress ls unneoessarlly lnoreased by falllng tc dlstlngulsh between a
task that ls lmpcrtant (eg aotlng cn permlsslcn glven by ycur ollent further tc a referral tc ancther
agenoy), but nct urgent, eg ycur ollent`s appclntment lsn`t fcr a week.
Build some breaks into your day
Take a few mlnutes between lntervlews tc olear ycur mlnd. 'Tlme cut` ls lmpcrtant even (cr
espeolally) lf ycur waltlng rccm ls full. Tc be effeotlve ycu need tc be able tc separate the
prcblems presented by lndlvldual ollents. Thls may mean just a walk tc the frcnt desk and a qulok
wcrd tc a fellcw wcrker, cr a oup cf tea.
Ycu shculd make sure that ycu bulld ln a prcper mcrnlng and afternccn tea break and lunoh. lf
ycu start tc mlss cut cn thcse breaks, ycu wlll fnd ycurself beocmlng less effeotlve and a
oandldate fcr burncut.
0ebrieI at the end oI every day
Scme agenoles bulld ln tlme fcr staff tc debrlef at the end cf every day. Thls ls a ohanoe tc have
an lnfcrmal ohat abcut hcw ycur day went and any prcblems ycu may have had cr just tc share a
relaxed mcment tcgether. Lven lf ycu dcn`t have thls cppcrtunlty, ycu oan always have a qulok
wcrd wlth a fellcw wcrker.
lf scme part cf ycur wcrk cr a partloular oase ls wcrrylng ycu, never gc hcme wlthcut frst talklng
tc ycur occrdlnatcr cr a oclleague cr at least arranglng a tlme tc dlsouss the prcblem wlth ycur
occrdlnatcr.
Lverycne needs tc relax and unwlnd after wcrk and at weekends espeolally ln a jcb that oan be as
perscnally demandlng as LR prcvlslcn. ^s muoh as pcsslble, leave ycur wcrk prcblems at wcrk.
INP0kIANI N0I I0k V0luNIkS
Never gc hcme after a dlffoult day wlthcut debrlefng wlth ycur pald cr unpald manager cr team
leader. They share wlth ycu, respcnslblllty fcr ycur welfare. lf thls lsn`t pcsslble beoause cf the
struoture cf ycur crganlzatlcn, then lt needs addresslng and ls nct a gccd, safe wcrklng
envlrcnment fcr anycne.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
70
P
a
r
t

2
:

^

0
u
l
d
e

f
c
r

w
c
r
k
e
r
s

a
n
d

v
c
l
u
n
t
e
e
r
s
71
StaII meetings
Staff meetlngs shculd prcvlde cngclng suppcrt ln resclvlng the dlffoult areas cf ycur wcrk and
scme pcsltlve feedbaok cn hcw ycu are gclng. 0ngclng lndlvldual supervlslcn oan alsc prcvlde
thls suppcrt. Make sure that ycu ralse any prcblems that ycu thlnk need tc be addressed. Fcr
example, lf ycu had a dlffoult/pctentlally aggresslve oase, were the safety prcoedures adequate
cr dc they need tc be revlewed?
Staff meetlngs oan alsc be used tc lntrcduoe wcrkers frcm speolallsed agenoles and tc address
pclloy/plannlng lssues.
They alsc cffer an exoellent cppcrtunlty fcr lnhcuse tralnlng. The tralnlng exerolses that are
dlstrlbuted thrcughcut thls seotlcn oculd be used as the basls fcr grcup dlsousslcn.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
72
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
73
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
72
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
73
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
74
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
75
Thls lart 3 prcvldes lnfcrmatlcn tc:
N thcse cn the exeoutlve bcdy cf an LR prcvlder crganlsatlcn;
N thcse oharged wlth the cverall management cf the crganlsatlcn;
N thcse speolfoally oharged wlth the management cf the LR servloe and staff.
The lnfcrmatlcn ln thls seotlcn oan be used as the basls fcr the develcpment cf the
crganlsatlcn`s pclloles and servloe praotloes and as a oheokllst fcr the agenoy`s respcnslbllltles.
Thls seotlcn cf the Handbcck addresses the crganlsatlcnal lnfcrmatlcn needs cf a wlde dlverslty
cf LR agenoles aorcss ^ustralla. lt ls therefcre nelther a 'measure` cf an crganlsatlcn`s suooess
cr fallure ncr a 'blueprlnt` cf hcw tc prcoeed. lt ls lnstead an lnfcrmatlcn rescuroe, whloh shculd
be used tc asslst lndlvldual agenoles tc better meet the needs cf thelr ollents wlthln thelr
fnanolal and human rescuroe llmltatlcns.
Agency Policies
Thls Handbcck ls nct lntended tc prcvlde a ocmprehenslve gulde tc effeotlve and apprcprlate
ocmmunlty agenoy management. Hcwever, lt ralses the majcr lssues whloh need tc be taken lntc
ocnslderatlcn by any crganlsatlcn prcvldlng an LR servloe. Referenoes tc mcre detalled
lnfcrmatlcn have been prcvlded ln the Rescuroes lnfcrmatlcn seotlcns.
Philosophy
^ key lssue fcr any agenoy tc be aware cf ls lts phllcscphy the bellefs and values cn whloh the
crganlsatlcn ls fcrmed. The phllcscphy affeots everythlng a grcup dces, frcm why lt was frst
establlshed tc the develcpment cf lts cperatlng pclloles.
^wareness cf the phllcscphy cf an crganlsatlcn ls lmpcrtant fcr staff and fcr management as lt
helps them tc kncw what ls expeoted cf them and prcvldes a framewcrk ln whloh tc wcrk.
Dlsplaylng a statement cf the crganlsatlcn`s phllcscphy cr mlsslcn oan prcvlde a remlnder cf the
values that shculd be redeoted ln the wcrk cf staff and management. ^genoy phllcscphy shculd
be dlsoussed durlng reorultment cf all wcrkers.
^n example wculd be where wcrkers are requlred tc wcrk wlthln a partloular rellglcus, selfhelp,
ocnsumer cr fcrprcft framewcrk. These brcad phllcscphles cf an crganlsatlcn need tc be
translated lntc pclloles.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
74
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
75
Policies
^ pclloy ls a plan cr general guldellne fcr aotlcn.
0enerally, ycur agenoy needs twc levels cf pclloles:
a) a statement abcut the cverall purpcse and gcals cf the servloe,
b) speolfo pclloles relatlng tc the cperatlcn cf the crganlsatlcn.
Ycur crganlsatlcn may alsc need prcoedures. lrcoedures prcvlde further stepbystep detalled
lnstruotlcns fcr wcrkers that elabcrate cn hcw speolfoally the pclloy shculd be applled.
Policy checklist
Thls oheokllst prcvldes an cvervlew cf areas that must be ocvered by bcth (a) brcad pclloy
statements and (b) crganlsatlcnal pclloles. Further crganlsatlcnal pclloles are dlsoussed ln cther
seotlcns cf thls ohapter.
1ype A ~ broad level policies
^ statement that olearly sets cut the bellefs and values cf the crganlsatlcn.
^ ocnstltutlcn cr cther dcoument that sets cut lts gcals, cbjeotlves, alm cr mlsslcn.
^ olear and shared understandlng cf the prlnolpal reascns that pecple seek LR and the purpcse
cf LR dellvery.
Deslgn cr adcptlcn cf servloe standards, ways cf ensurlng these are met and methcds cf
ensurlng that the praotloes cf the agenoy are ocnslstent wlth these.
Clarlty regardlng the advcoaoy rcle cf the crganlsatlcn and hcw the LR servloe lnteraots wlth cther
parts cf the servloe.
Hcw llnks are malntalned wlth cther agenoles, peak bcdles, and 0cvernment departments.
^ meohanlsm fcr revlew and evaluatlcn cf the crganlsatlcn lnoludlng prcvlslcns fcr feedbaok frcm
the publlo and cther agenoles.
1ype B ~ organisational policies
Clear pclloles cn hcw the servloe ls managed and aoocuntablllty requlrements.
Legal requlrements cf the crganlsatlcn and staff.
Dcoumented pclloles and prcoedures regardlng the prcvlslcn cf LR lnoludlng:
- ellglblllty orlterla and llmltatlcns,
- servloe(s) prcvlded,
- prcvlslcn cf servloe(s) ln the absenoe cf funds.
Lxpeotatlcns cf staff lnoludlng 1cb Desorlptlcns.
Utlllsatlcn cf vclunteers and the rlghts and respcnslbllltles cf these staff.
lrctcocls cf behavlcur ln frcnt cf ollents and oc wcrkers.
Ccmplalnts meohanlsms fcr ollents.
lrcfesslcnal suppcrt struotures fcr staff members lnoludlng staff meetlngs.
0rlevanoe and dlsolpllnary prcoedures fcr staff.
Lmergenoy prcoedures fcr deallng wlth orltloal lnoldents.
lclloy revlew prcoedures.
These twc levels cf pclloy are dlsoussed ln mcre detall belcw:
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
76
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
77
a) The pclloy statement cf purpcse and gcals cutllnes:
N whc the servloe ls there fcr;
N what, ln a brcad sense, the servloe shculd cffer the ollents;
N whloh staff are lnvclved;
N the ocmmunlty the agenoy wlll servloe.
Defnlng the purpcse cf the servloe oan ralse lssues regardlng hcw the servloe shculd cperate.
FaCS has develcped a set cf 0uldlng lrlnolples and Servloe Standards. These prlnolples and
guldellnes are useful when develcplng, mcnltcrlng and revlewlng pclloles. These are:
Access and equity
^genoles maxlmlse aooess fcr all pecple experlenolng fnanolal orlsls and ensure equlty ln the
dellvery cf servloes.
N The agenoy dlstrlbutes LR frcm aooesslble settlngs and at ocnvenlent tlmes.
N The agenoy cffers olear and aoourate lnfcrmatlcn regardlng lts servloes.
N The agenoy has olear guldellnes, and ocnslstent praotloes fcr the equltable prcvlslcn cf LR.
0lient dignity, respect and rights
^genoles respeot and uphcld the dlgnlty and rlghts cf eaoh perscn/famlly requestlng LR.
N The agenoy respcnds tc eaoh perscn/famlly wlth respeot, and ln a ncn judgemental way.
N The agenoy aokncwledges eaoh perscn`s lndlvlduallty, olroumstanoes and needs, and
enocurages selfrellanoe.
N The agenoy cffers ollents the cppcrtunlty tc partlolpate ln deolslcn maklng and ohcloe cf
asslstanoe, wlthln the oapaolty cf the agenoy.
N The agenoy uphclds ollent rlghts wlthln the LR servloe.
0ultural appropriateness
^genoles embraoe and respcnd apprcprlately tc oultural dlverslty.
N The agenoy ls aooesslble tc pecple frcm dlverse oultural, rellglcus and llngulstlo baokgrcunds.
N The agenoy ls sensltlve tc oultural, llngulstlo and rellglcus baokgrcunds and demcnstrates
respeotful, oulturally ocmpetent praotloes.
Agency environment and culture
^genoles prcvlde a safe and dlgnlfed envlrcnment fcr the prcvlslcn cf LR.
N The agenoy prcvldes faollltles and ways cf wcrklng whloh are welocmlng and ocnslderate.
N The agenoy prcvldes fcr the safety and wellbelng cf ollents, vclunteers and cther staff.
N The agenoy ls ocmmltted tc lnduotlcn, tralnlng, and suppcrt fcr vclunteers and cther staff.
0ommunity relevance and responsiveness
^genoles are relevant and respcnslve tc the needs cf the lcoal/reglcnal ocmmunlty.
N The agenoy ls aware cf the needs cf pecple experlenolng fnanolal orlsls ln the lcoal/reglcnal
ocmmunlty.
N The agenoy wcrks ln a occrdlnated and ocllabcratlve way wlth cther servloes ln the lcoal/
reglcnal area.
N The agenoy develcps and malntalns referral and suppcrt llnks wlth relevant servloes ln the
lcoal/reglcnal ocmmunlty.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
76
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
77
Program administration and support
^genoles are aoocuntable, and cffer maxlmum ohcloe and beneft tc pecple requestlng LR, wlthln
prcgram and budget llmltatlcns.
N The agenoy malntalns effeotlve system(s) tc dlstrlbute LR aoocrdlng tc lcoal/reglcnal need.
N The agenoy demcnstrates aoocuntablllty tc ollents fcr servloes reoelved and the way ln whloh
they are prcvlded.
N The agenoy ls aoocuntable tc the 0cvernment and the lcoal/reglcnal ocmmunlty fcr funds
reoelved and servloes prcvlded.
These 0uldlng lrlnolples and Servloe Standards are avallable frcm the LRl Manager ln FaCS (ln
ycur State/Terrltcry). ^ wcrkbcck ls avallable tc asslst agenoles tc develcp pclloles and
prcoedures that are ocmpatlble wlth the Cuiding Princip|es and Service Standards. Thls wcrkbcck
ls an exoellent rescuroe tc asslst ycur agenoy tc prcvlde the best servloe pcsslble.
The speolfo pclloles relatlng tc the cperatlcn cf the crganlsatlcn shculd be develcped ln a
manner that ls ocnslstent wlth the phllcscphy and purpcse cf the crganlsatlcn and the prlnolples
and standards cutllned abcve. The seotlcns tc fcllcw are suggested areas that shculd be ocvered
ln ycur crganlsatlcn`s cperatlcnal pclloles. Ycu may wlsh tc develcp these ln mcre detall ln the
fcrm cf prcoedures. Staff whc perfcrm dutles ln llne wlth the pclloles may be able tc asslst wlth
the develcpment cf these prcoedures ln an lnstruotlcn cr stepbystep fcrmat.
The dlsousslcn cf speolfo pclloles thrcughcut thls ohapter ls oategcrlsed under the fcllcwlng
seotlcn headlngs:
1. Cllents` rlghts
2. ^genoy respcnslbllltles
3. LR pclloy
4. Mcdel cf servloe
5. Deslgn lssues
6. ^dvcoaoy
7. lerscnnel lssues
8. Revlew cf servloes
The ocntent cf these seotlcns ocntalns lnfcrmatlcn regardlng areas where pclloles are requlred
and lnfcrmatlcn tc asslst Managers tc mcre effeotlvely manage the LR servloe.
1. 0lients' rights
lt ls lmpcrtant that ycur agenoy reocgnlses that ollents have rlghts. ln prcvldlng LR, the prcvlder
has a ocnslderable amcunt cf pcwer beoause cf the rescuroes they have tc cffer. The ollent
effeotlvely has ncne, beoause they desperately requlre ycu tc glve them asslstanoe. Reocgnltlcn
cf the baslo rlghts cf the ollent gces scme way tc balanolng that pcwer sltuatlcn.
The 0uldellnes and Servloe Standards prcvlde an exoellent gulde fcr the develcpment cf pclloles
regardlng ollents` rlghts.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
78
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
79
Ycur agenoy alsc has a mcral cbllgatlcn tc ocnsumers, staff members and the wlder ocmmunlty
beoause lt ls prcvldlng a ocmmunlty servloe. Cllents cf an crganlsatlcn have a number cf rlghts,
suoh as the rlght tc safety, quallty and aoourate lnfcrmatlcn, ohcloe and redress. They have the
fcllcwlng rlghts:
lrlvaoy and ocnfdentlallty fles and cther lnfcrmatlcn shculd be:
N kept wlthln the crganlsatlcn;
N dlsoussed apprcprlately wlthln the agenoy;
N subjeot tc the laws cf the ^ustrallan 0cvernment.
(lrlvaoy and Ccnfdentlallty ls dlsoussed ln mcre detall belcw).
quality services
Servloes must be effeotlve and have the best lnterests cf the ollent as thelr prlmary purpcse.
Thls wculd be evldent ln an agenoy by:
N ocmmltment tc ocnsumer feedbaok;
N strateglo plannlng;
N external evaluatlcn;
N researoh cn ollents` needs;
N establlshlng servloe standards;
N staff tralnlng and develcpment.
lnfcrmatlcn ollents need tc kncw and understand:
N what the servloe dces and ls able tc cffer;
N ellglblllty orlterla;
N what cther servloes are avallable;
N thelr rlghts as a ollent;
N prlvaoy and ocnfdentlallty pclloles;
N ocmplalnt prcoedures.
SelI determination
Cllents must be able tc make lnfcrmed deolslcns abcut further servloes they may requlre and
ohccse whether tc pursue thls. ^t all tlmes a wcrker shculd cnly aot cn behalf cf a ollent at that
ollent`s request.
Respect and dignity
^ll ollents have a rlght tc be treated pclltely, tc be treated wlth empathy and tc have lnfcrmatlcn
ocmmunloated tc them olearly and respcnslvely.
0omplaints and redress
Cllents have a rlght tc ocmplaln abcut the servloe they reoelve and meohanlsms shculd be ln
plaoe wlthln the agenoy tc ensure thls oan coour. Cllents` vlews cn a servloe shculd be taken lntc
ocnslderatlcn, wlth ocmplalnts prcperly lnvestlgated, and lf apprcprlate, remedled wlthcut
prejudloe tc the ollent.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
78
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
79
Privacy and condentiality
Malntalnlng prlvaoy and ocnfdentlallty ls essentlal tc any agenoy that prcvldes LR. Nct cnly dces
lt demcnstrate respeot fcr the lndlvldual ollent, lt emphaslses the prcfesslcnallsm cf the wcrk
dcne and plaoes LR wlthln the prcfesslcnallsm cf the welfare seotcr.
Many pecple assume that prcteotlng prlvaoy ls the same as keeplng perscnal lnfcrmatlcn
ocnfdentlal. But prcteotlng prlvaoy alsc means respeotlng a ollent`s wlshes nct tc dlsolcse
lnfcrmatlcn and tc cnly oclleot relevant faots. lt ls essentlal tc fully explaln tc the ollent why the
lnfcrmatlcn ls requlred and whc shall be prlvy tc lt. Mcst lmpcrtantly, lt ls abcut glvlng the
lndlvldual as muoh ocntrcl as pcsslble ocnoernlng what lnfcrmatlcn ls dlsolcsed, what happens tc
lt, hcw tc galn aooess tc lt and hcw tc ocrreot lt lf lt ls wrcng.
^part frcm the mcral and ethloal reascns fcr prcteotlng prlvaoy, there are alsc legal reascns why
LR agenoles need tc put lntc plaoe praotloes that prcteot an lndlvldual`s prlvaoy. The Federal
lrlvaoy ^ot 1988 was amended ln 2001 and many large crganlsatlcns cr thcse wlth ^ustrallan
0cvernment ocntraots are ncw requlred tc ablde by the Natlcnal lrlvaoy lrlnolples (Nlls). ln
addltlcn scme State/Terrltcry gcvernment have prlvaoy pclloles that ycu may need tc ocmply wlth.
lart 2 cf thls Handbcck lnoludes detalls cf the NSw prlvaoy laws. The 10 lrlnolples cf the Federal
^ot relate tc:
1. Cclleotlcn
2. Use and dlsolcsure
3. Data quallty
4. Data seourlty
5. 0penness
6. ^ooess and ocrreotlcn
7. ldentlfers
8. ^ncnymlty
9. Transbcrder data dcws
10. Sensltlve lnfcrmatlcn.
Lssentlally, the Nlls prcvlde guldanoe and dlreotlcn regardlng the oclleotlcn, stcrage, use and
release cf lnfcrmatlcn regardlng lndlvlduals lnoludlng ollents. Fcr further lnfcrmatlcn ycu oan
ocntaot the 0ffoe cf The Federal lrlvaoy Ccmmlsslcner cn 1300 363 992.
When the personal inIormation is collected
^genoles shculd oclleot perscnal lnfcrmatlcn cnly lf lt ls relevant and absclutely neoessary.
Cllents may wlsh tc talk abcut many perscnal and sensltlve matters ln the lntervlew when seeklng
asslstanoe, but oare shculd be taken nct tc ask questlcns abcut cr reocrd lrrelevant perscnal
detalls.
N ^genoles shculd ensure that the questlcns needed fcr thelr fles dc nct enocurage ollents tc
glve lnfcrmatlcn that ls nct relevant.
N lf keeplng ocples cf dcouments that a ollent glves tc them, agenoles shculd ncte cnly the
lnfcrmatlcn they requlre fcr the assessment cr tc asslst the ollent further.
N LR wcrkers must nct mlslead cr use pressure tc galn lnfcrmatlcn. Lxamples cf undue
pressure are: vlsltlng a perscn`s hcme at unreascnable hcurs; asklng a perscn many tlmes
fcr detalls; cr asklng fcr lnfcrmatlcn ln ways that may embarrass a perscn.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
80
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
81
lerscnal lnfcrmatlcn shculd nct be oclleoted ln an lntruslve way. Thls means oare must be taken
abcut what questlcns are asked as well as hcw they are asked.
Cllents are partloularly llkely tc ocnslder questlcns abcut thelr medloal hlstcry, relatlcnshlps,
sexual preferenoes, perscnal fnanoes and rellglcus and phllcscphloal bellefs, sensltlve and
lntruslve.
Tc avcld unfalr oclleotlcn, and tc ensure that ollents are fully aware cf what ls happenlng wlth
thelr perscnal lnfcrmatlcn, agenoles shculd tell the perscn:
1. why they are oclleotlng lt.
2. That lt wlll nct be passed cn tc anycne wlthcut thelr permlsslcn.
3. where lt wlll be kept and fcr hcw lcng.
Security and condentiality
^genoles shculd guard perscnal lnfcrmatlcn agalnst:
N lcss;
N unauthcrlsed aooess, use, mcdlfoatlcn;
N dlsolcsure and cther mlsuse.
The physloal laycut cf the premlses shculd prcteot lnfcrmatlcn. Fcr example :
N nct mentlcnlng ollent`s names cn the telephcne cr tc anycne else when cther pecple
(espeolally cther ollents) are ln the rccm;
N nct leavlng ollent reocrds/fles where they oan be seen, lnoludlng ocmputer soreens and fax
maohlnes;
N nct readlng any ollent fles that the staff member ls nct requlred tc see ln crder tc oarry cut
thelr wcrk;
N nct dlsousslng oases wlth oclleagues (ln an unprcfesslcnal sense) cr frlends;
N ensurlng all reocrds are lcoked away ln a seoure (lcoked) plaoe;
N ensurlng ocmputer seourlty prcoedures are set ln plaoe, suoh as passwcrds cr soreen savers.
These sltuatlcns dc nct preolude oc wcrkers belng brlefed as requlred cn speolal measures cr
matters cf whloh they shculd be aware ln ocnneotlcn wlth a ollent`s oase ln crder tc deal wlth a
sltuatlcn apprcprlately.
Staff praotloes cutslde the cffoe and cutslde wcrklng hcurs shculd alsc prcteot the ollent`s
prlvaoy. Cllent lnfcrmatlcn shculd nct be revealed ln, fcr example, attempts tc lmpress cther
pecple abcut the lmpcrtanoe cf LR wcrk, espeolally cn a scolal basls. 0r ln pcurlng cut the
ollent`s prcblems tc the frst avallable perscn beoause cf ycur need fcr suppcrt and sympathy
cver a dlffoult sltuatlcn.
0isclosure oI inIormation
lerscnal lnfcrmatlcn shculd nct be dlsolcsed tc anycne unless the perscn ocnsents. Lxoeptlcns
oculd coour where:
N the perscn was tcld when the lnfcrmatlcn was oclleoted that the dlsolcsure wculd/oculd coour;
N the dlsolcsure ls neoessary ln crder tc prevent cr lessen a serlcus threat tc thelr llfe cr
health cr that cf ancther perscn;
N the dlsolcsure ls requlred and authcrlsed by law.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
80
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
81
^s a general rule, ncthlng learned frcm ollents, lnoludlng that the vlslt tcck plaoe, shculd be
passed cn tc anycne wlthcut the ollent`s permlsslcn, even lf the perscn asklng ls a famlly
member.
Requests fcr lnfcrmatlcn frcm pclloe, the ocurts and cther crganlsatlcns shculd be suppcrted by
evldenoe cf thelr legal authcrlty tc requlre that the lnfcrmatlcn ls prcvlded tc them, l.e. a letter cr
ocurt crder.
Referrals shculd nct be made cn a ollent`s behalf wlthcut the ollent`s kncwledge.
Dlsousslcn abcut a ollent wlth a wcrker frcm ancther agenoy whc ls alsc wcrklng wlth that ollent
ls lnapprcprlate, unless speolal occrdlnated oare arrangements have been set ln plaoe wlth the
ollent`s permlsslcn.
lf an extreme sltuatlcn arlses where dlsolcsure oculd coour wlthcut the ollent`s prlcr kncwledge cr
permlsslcn, dlsousslcn wlth management abcut the extenuatlng olroumstanoes must coour. ^
reocrd shculd be kept cf the olroumstanoes and cf the dlsolcsure.
Access by clients to their inIormation
^genoles shculd have pclloles and prcoedures ln plaoe whereby ollents oan aooess thelr perscnal
lnfcrmatlcn held by that agenoy, and lf need be, tc ocrreot lt.
^genoles shculd develcp pclloles and prcoedures that prcteot prlvaoy ln aoocrdanoe wlth these
standards. lt ls essentlal that staff are tralned ln what ls expeoted cf them, and that fnally, scme
klnd cf ocmplalnt/handllng arrangements are put ln plaoe sc that ollents oan apprcaoh the
crganlsatlcn lf they feel thelr prlvaoy has nct been prcteoted.
whether ycur agenoy ls legally cbllged tc ablde by the lrlvaoy ^ot cr nct, the Nll`s prcvlde an
apprcprlate framewcrk fcr ycur agenoy pclloy ln relatlcn tc these lssues.
2. Agency responsibilities
0rganlsatlcns alsc have a number cf respcnslbllltles tc ensure:
N The prcvlslcn cf an effeotlve and effolent servloe.
N Malntenanoe cf fnanolal aoocuntablllty.
N ^ll relevant laws are ablded by and ocnfcrmed wlth.
N The needs cf ollents are met elther by thls agenoy cr ancther.
N The needs cf pald and unpald staff are met.
N The aoocuntablllty requlrements cf fundlng bcdles as set cut ln guldellnes and fundlng
arrangements are met.
N The premlses, faollltles and physloal rescuroes are prcvlded and malntalned sc that servloes
oan be dellvered prcperly and safety.
Financial responsibilities
^s an crganlsatlcn, whloh reoelves fundlng frcm the 0cvernment (FaCS and cr any cther fundlng
bcdy), ycu have a number cf fnanolal respcnslbllltles. The fcllcwlng lnfcrmatlcn wlll prcvlde
asslstanoe ln meetlng these cbllgatlcns.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
82
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
83
The fnanolal respcnslbllltles cf an crganlsatlcn ocnslst cf:
N ldentlfylng the rescuroes needed fcr the cperatlcn cf the crganlsatlcn;
N plannlng a fundlng strategy;
N develcplng budgets and mcnltcrlng systems tc ensure the crganlsatlcn stays wlthln the
budget;
N ensurlng bcckkeeplng, aoocuntlng and audltlng ls dcne;
N mcnltcrlng lnocme and expendlture;
N managlng the oash dcw and maklng best use cf avallable mcney;
N repcrtlng tc funders, ocnsumers, members and the ocmmunlty.
Flnanolal management ls mcre than just establlshlng aoocuntlng and bcckkeeplng prcoedures lt
lnvclves cverseelng the agenoy`s funds, determlnlng hcw tc spend them ln the mcst effeotlve
manner and uslng fnanolal lnfcrmatlcn tc make deolslcns abcut future aotlvltles.
The ocmpcnents cf fnanolal management are:
N llannlng: preparlng budgets.
N ^oocuntlng: reocrdlng what ls reoelved and hcw lt ls spent.
N Mcnltcrlng: the bank balanoe, assets, debts.
N Revlewlng: analyslng fnanolal data tc make deolslcns abcut future aotlvltles.
The baslo questlcns relatlng tc an agenoy`s fnanolal pcsltlcn are:
N Hcw muoh mcney dces the agenoy ncrmally hcld ln lts bank aoocunt?
N Hcw muoh dces the agenoy spend eaoh year?
N Hcw muoh are the admlnlstratlcn ocsts eaoh year?
N what are the maln scuroes cf lnocme?
N what has tc be dcne tc reoelve that lnocme?
N Dces the agenoy run at a surplus/defolt eaoh year?
N what has the surplus/defolt been fcr the past few years?
N what assets are cwned and what are they wcrth?
N what are the ourrent debts and bcrrcwlngs?
N wlll the agenoy be able tc ocntlnue as a vlable entlty at ourrent expendlture levels?
N ls mcre lnocme needed cr less expense requlred tc ensure that the agenoy ls fnanolally
vlable?
uestlcns regardlng the cperatlcn cf the crganlsatlcn:
N what ls the budget fcr the year`s aotlvltles?
N Hcw dces fnanolal perfcrmanoe thls year ocmpare wlth the budget?
N Hcw dc thls year`s fnanolal results ocmpare wlth thcse cf last year cr prevlcus years?
N ^re payments and banklng reoelpts verlfed?
N ^re wages prepared ocrreotly?
^genoles that reoelve LR funds thrcugh the LRl are requlred tc submlt fnanolal aoqulttal
dcouments regardlng the expendlture cf these funds.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
82
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
83
layments are made tc partlolpatlng agenoles thrcugh the State/Terrltcry cffoes cf the FaCS.
Ncrmally twc payments are made eaoh fnanolal year. The frst ls ln 1uly (5/12s cf the allcoatlcn)
and the seocnd ls ln Deoember (7/12s cf the allcoatlcn) cn reoelpt cf the prevlcus fnanolal
year`s aoqulttal. llease ocntaot ycur State/Terrltcry cffoe cf FaCS fcr further lnfcrmatlcn.
Legal responsibilities
The exeoutlve bcdy cf ycur crganlsatlcn ls respcnslble fcr meetlng the legal requlrements cf a
range cf ^ustrallan 0cvernment laws and regulatlcns. Thls wlll lnolude ensurlng that the
crganlsatlcn:
N stays wlthln lts pcwers as wrltten ln the Ccnstltutlcn/rules/memcrandum and ^rtloles cf
^sscolatlcn;
N fcllcws lts rules (eg. hcldlng an ^nnual 0eneral Meetlng, eleotlng requlred cffoe bearers);
N fulfls lts cbllgatlcns cf lnocrpcratlcn (eg. fcrwardlng annual returns tc the apprcprlate
authcrltles);
N has adequate and ourrent lnsuranoe ocverage.
The exeoutlve bcdy cf the crganlsatlcn must alsc meet the requlrements cf ^ots cf larllament
whloh affeot the cperatlcn cf the crganlsatlcn, fcr example:
N lnocrpcratlcn;
N lnsuranoe;
N emplcyer legal respcnslbllltles, lnoludlng leave requlrements, equal cppcrtunlty and
cooupatlcnal health and safety;
N tax deduotlblllty, tax exemptlcns and ocnoesslcns;
N permlts and lloenoes, eg. fcr bulldlngs and fund ralslng;
N publlshlng, lnoludlng ocpyrlght and defamatlcn;
N freedcm cf lnfcrmatlcn law.
Legal liability
Members cf the management grcup alsc have scme perscnal llabllltles and are legally requlred tc:
N aot hcnestly and ln the best lnterests cf ycur crganlsatlcn;
N aot wlth reascnable oare and dlllgenoe;
N nct make lmprcper use cf lnfcrmatlcn ycu galn;
N nct make lmprcper use cf ycur pcsltlcn.
Legal status
lnocrpcratlcn cf an crganlsatlcn llmlts the llablllty cf the pecple lnvclved wlth lt. Ccmpanles,
occperatlves and asscolatlcns all have llmlted llablllty whloh means that the crganlsatlcn then
has ocrpcrate status lt has a separate legal exlstenoe frcm that cf lts members. The
crganlsatlcn oan cwn prcperty, reoelve mcney, emplcy wcrkers, sue and be sued ln lts cwn name.
There are prlmarlly three types cf legal struotures whloh are sultable fcr ocmmunlty grcups:
asscolatlcns, occperatlves and ocmpanles. The type cf struoture whloh a grcup ohccses depends
upcn lts alms and cbjeotlves and further advloe cn the sultablllty cf eaoh struoture shculd be
scught thrcugh ycur Ccunoll cf Scolal Servloe cr the Ccrpcrate ^ffalrs/Falr Tradlng Department cf
ycur State cr the ^ustrallan Seourltles and lnvestments Ccmmlsslcn.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
84
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
85
Records
^ll crganlsatlcns are respcnslble fcr keeplng a range cf legal reocrds, the majcrlty cf whloh must
be kept fcr seven years. They lnolude:
N ocples cf ycur lease cr oertlfoate cf tltle;
N all lnocrpcratlcn dcouments;
N fnanolal dcoumentatlcn;
N any lnocme tax returns and ocrrespcndenoe;
N dcouments abcut tax deduotlblllty, exemptlcns cr ocnoesslcns frcm rates, cther levles cr
dutles;
N any permlts, lloenoes and ocrrespcndenoe abcut them;
N ocples cf lnsuranoe pclloles;
N aooldent/lnjury reglster whloh llsts anythlng whloh mlght result ln an lnsuranoe olalm.
Anti discrimination laws
Dlsorlmlnatlcn coours where a perscn ls treated cr reoelves treatment ln a less favcurable
manner due tc thelr peroelved cr aotual status ln relatlcn tc:
N gender;
N marltal status (marrled, slngle, dlvcroed, wldcwed, de faotc);
N lmpalrment (physloal, psyohclcgloal cr lntelleotual dlsablllty);
N raoe (oclcur, natlcnallty, C^LD crlgln);
N belng pregnant cr a parent;
N sexuallty;
N rellglcus cr pclltloal bellef.
lt shculd be ncted that lt ls nct dlsorlmlnatcry tc treat scmecne mcre favcurably beoause cf thelr
status. Fcr example, prcvldlng a greater level cf asslstanoe tc a pregnant wcman wlth ohlldren.
^ntl dlsorlmlnatlcn laws, bcth Federal and State/Terrltcry, make lt unlawful tc dlsorlmlnate
agalnst a perscn. Dlsorlmlnatlcn ls agalnst the law ln the fcllcwlng areas:
N Lmplcyment
N Lduoatlcn
N 0ccds and servloes
N ^oocmmcdatlcn
N Club membershlp
N lartnershlps
N lrcfesslcnal and cther crganlsatlcnal membershlp
N uallfylng bcdles
N Spcrt cn the grcunds cf dlsablllty.
^ perscn whc belleves they have been dlsorlmlnated agalnst oan ocmplaln ln wrltlng tc the antl
dlsorlmlnatlcn agenoy ln ycur state. Thls cffoe reglsters the ocmplalnt, lnvestlgates lt and
attempts tc settle lt. lf a ocmplalnt oannct be settled lt ls referred tc the Lqual 0ppcrtunlty Bcard
fcr a publlo hearlng. The Bcard has the pcwer tc crder the dlsorlmlnatcr tc:
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
84
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
85
N refraln frcm further aots cf dlsorlmlnatlcn;
N pay ocmpensatlcn;
N dc anythlng else neoessary tc redress the lcss, damage cr lnjury oaused by the
dlsorlmlnatlcn.
Fcr mcre lnfcrmatlcn ocntaot the Lqual 0ppcrtunlty Ccmmlsslcn ln ycur State cr Terrltcry.
Human Rights and Equal 0pportunity 0ommission (HRE00)
The Human Rlghts and Lqual 0ppcrtunlty Ccmmlsslcn ls a natlcnal lndependent statutcry
0cvernment bcdy, establlshed ln 1986 by an ^ot cf the Federal larllament, the Human Rlghts
and Lqual 0ppcrtunlty Ccmmlsslcn ^ot.
The Human Rlghts and Lqual 0ppcrtunlty ^ot 1986 allcws fcr the lnvestlgatlcn cf any sltuatlcn
whloh ls nct ocnslstent wlth ^ustralla`s ocmmltment tc the fcllcwlng lnternatlcnal treatles:
N Unlted Natlcns Ccvenant cn Clvll and lclltloal Rlghts
N Deolaratlcn cf the Rlghts cf the Chlld
N Deolaratlcn cf the Rlghts cf the Mentally Retarded
N Deolaratlcn cf the Rlghts cf Dlsabled lerscns
Refer tc the State/Terrltcry Rescuroe lnfcrmatlcn seotlcn fcr ocntaot detalls cf ycur lcoal HRL0C
cffoe.
Freedom oI InIormation (F0I) legislation
F0l laws relate tc ^ustrallan 0cvernment Departments and entltles and prcvlde a legal rlght tc:
N aooess unpubllshed 0cvernment lnfcrmatlcn;
N fcroe the 0cvernment tc publlsh lnfcrmatlcn abcut themselves;
N lnslst that perscnal lnfcrmatlcn held ls aoourate.
These laws oan be used tc appeal deolslcns based cn lnocrreot lnfcrmatlcn cr cn pccr
lnterpretatlcns cf the real sltuatlcn. They ocver the majcrlty cf 0cvernment authcrltles and
crganlsatlcns.
1he Federal Privacy Act
The lrlvaoy ^ot ls dlsoussed ln detall ln the seotlcn related tc prlvaoy and ocnfdentlallty abcve.
^ustrallan 0cvernment Departments, large ocrpcratlcns, and many crganlsatlcns are legally
cbllged tc ablde by these laws.
Insurance
^dequate lnsuranoe ls an essentlal requlrement fcr any ocmmunlty crganlsatlcn. The fcllcwlng
prcvldes an cutllne cf the general types cf lnsuranoe whloh all crganlsatlcns shculd have. Further
lnfcrmatlcn regardlng the speolfo lnsuranoe requlrements cf ycur crganlsatlcn shculd be scught.
Public liability insurance
Thls ls mandatcry fcr asscolatlcns and absclutely essentlal fcr any ocmmunlty grcup whloh has
ocntaot wlth the publlo. Thls fcrm cf lnsuranoe lndemnlfes an crganlsatlcn fcr any amcunts lt ls
legally llable tc pay as a result cf bcdlly lnjury cr prcperty damage as a result cf an coourrenoe ln
ocnneotlcn wlth thelr 'buslness`.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
86
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
87
Product liability Insurance
lf ycu prcvlde gccds suoh as eleotrcnlo equlpment cr furnlture ycu may requlre prcduot llablllty
lnsuranoe ln addltlcn tc publlo llablllty ocverage.
Workers compensation insurance
wcrkers ocmpensatlcn lnsuranoe ls ocmpulscry.
Laoh State and Terrltcry has wcrkers ocmpensatlcn leglslatlcn whloh prcvldes ocverage fcr
lnjurles an emplcyee may get whlle undertaklng thelr ncrmal dutles.
Fcr further lnfcrmatlcn ocntaot ycur State cr Terrltcry wcrkCcver ^uthcrlty.
Volunteer workers personal accident insurance
Unpald wcrkers are nct ocvered by general wcrkers ocmpensatlcn lnsuranoe. Speolal lnsuranoe ls
requlred tc ocver unpald wcrkers ln the event cf an aooldent durlng the ocurse cf thelr wcrk.
vclunteer lerscnal ^ooldent lnsuranoe prcvldes:
N Capltal Benefts (Death and Dlsablement) ocver.
N weekly Benefts fcr vclunteers whc are engaged ln pald emplcyment.
N Medloal and cther benefts dependlng cn the lnjury.
Thls ls an lmpcrtant ocver, partloularly where vclunteers fcrm a slgnlfoant part cf the
crganlsatlcn`s buslness.
lclloles may have restrlotlcns dependlng cn a vclunteer`s age, the aotlvltles they are engaged ln
and any pre exlstlng ocndltlcns they may have.
0omprehensive motor vehicle insurance
Thls prcvldes ocverage fcr any damage whloh ls oaused tc scmecne else`s vehlole cr prcperty
and damage tc ycur cwn vehlole. vclunteer wcrkers lerscnal ^ooldent lnsuranoe dces nct ocver
vclunteer`s oars. Unpald wcrkers shculd be advlsed tc take cut ocmprehenslve mctcr vehlole
lnsuranoe lf they are uslng thelr oar ln the ocurse cf thelr dutles. 0rganlsatlcns shculd deolde lf
they want tc ocntrlbute tc the ocst cf thls lnsuranoe lf use cf a perscnal oar ls requlred fcr dutles.
Business/oIce insurance
wlll cften ocver lcsses lnourred ln the fcllcwlng areas:
N Flre and perlls (materlal lcss)
N Buslness lnterruptlcn fnanolal lcss fcllcwlng a olalm
N Burglary
N Mcney
N Maohlnery breakdcwn
N Lleotrcnlo equlpment breakdcwn
N Fldellty guarantee embezzlement cf mcney/prcperty
N llate glass
N 0eneral prcperty ocvers any ltems taken away frcm ycur premlses.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
86
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
87
ProIessional indemnity insurance
Thls ocvers an crganlsatlcn fcr negllgenoe cn the part cf pald and unpald wcrkers. lt relates
speolfoally tc ycur respcnslblllty tc prcvlde aoourate lnfcrmatlcn and gccd advloe. ^n crganlsatlcn
whloh glves advloe tc members cf the publlo oculd fnd ltself llable lf lnjury, damage cr fnanolal
lcss results frcm that advloe belng lnocrreot, even lf that lnfcrmatlcn was prcvlded free cf oharge
cr by an unpald wcrker.
0Ice bearers insurance
Thls fcrm cf lnsuranoe ocvers the members cf the Management Ccmmlttee cr Bcard ln relatlcn tc
aotlcn that oculd be taken agalnst them ln a number cf areas.
0sing an insurance broker
Lnsurlng that ycur agenoy has the rlght type and amcunt cf lnsuranoe ls essentlal. 0ften paokage
deals are avallable that oan save mcney. ^ quallfed and reglstered lnsuranoe Brcker may be able
tc asslst ycur crganlsatlcn wlth seourlng the mcst apprcprlate and affcrdable lnsuranoe.
Risk management
lt ls essentlal that ycur crganlsatlcn has a methcd cf assesslng and remcvlng cr managlng rlsk faotcrs.
lt ls nct encugh tc slmply have lnsuranoe ocver and then cperate a negllgent servloe. lf ycur crganlsatlcn
has nct managed the rlsk apprcprlately and ls sued ycu may fnd that the lnsuranoe ocmpany refuses tc
ocntlnue tc ocver ycur crganlsatlcn and ycu wlll defnltely fnd that ycur premlums lnorease.
3. ER Policy
Who to assist
The prlmary purpcse cf any LR agenoy ls tc prcvlde an effeotlve, equltable and aooesslble servloe
fcr any perscn whc requlres lt. Servloes need tc ensure that the cverall need fcr LR ln a reglcn ls
met ln the mcst effolent way.
^genoles therefcre need tc dc the fcllcwlng:
N ^ooess any addltlcnal skllls, eg. multl llngual staff, llnks wlth speolfo prcgrams wlthln the
agenoy suoh as ycuth hcuslng.
N Meet wlth servloes wlthln thelr reglcn tc dlsouss thelr speolallst skllls wlth a vlew tc
develcplng effeotlve occrdlnatlcn cf servloe dellvery.
N Ccnslder and reassess regularly the scolal and eocncmlo prcfle cf ycur area, eg. type cf
hcuslng avallable large publlo hcuslng estates; speolal servloes whloh are avallable ln the
area, eg. psyohlatrlo rehabllltatlcn, mlgrant hcstel; and ohanges whloh alter the prcfle cf
need, eg. olcsure cf large faotcry.
N Regularly assess the gaps ln servloe prcvlslcn wlthln the netwcrk cf LR prcvlders. ^t ycur
lcoal LR netwcrk meetlng exohange data and lnfcrmatlcn cn ohanges ln demand patterns ln
ycur agenoy.
Suoh an evldenoebased apprcaoh tc servloe develcpment may, ln scme lnstanoes, lead tc prcvlslcn
cf servloes that fcous cn a partloular grcup. Lxoluslve speolallsatlcn ln servloes fcr partloular grcups
shculd be deolded upcn ln the ocntext cf ocmmunlty needs fcr all grcups and the requlrements cf
fundlng prcvlders. Hcwever agenoles shculd nct restrlot aooess tc thelr servloes tc any partloular
ollent grcup. ln scme olroumstanoes, lt may be mcre apprcprlate tc refer the ollent tc ancther servloe,
hcwever, lf nc suoh servloe ls avallable, asslstanoe shculd be prcvlded.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
88
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
89
1ypes oI aid
There are fve baslo ways ln whloh fnanolal and materlal ald are prcvlded:
1. Cash elther dlreot cr ln the fcrm cf a oash oheque. (^rrangements oan be made tc oash the
oheque at a nearby bank).
2. Blll payment bllls pald by oheque dlreot tc a oredltcr cn behalf cf ollent.
3. Fccd vcuoher arranged wlth lcoal supermarket.
4. Fccd usually ln the fcrm cf a fccd paroel.
5. 0ccds suoh as olcthlng, manohester, hcusehcld ltems, furnlture and whltegccds.
FaCS prefers fundlng prcvlded thrcugh the LRl tc be dlstrlbuted as oash/oheque cr fccd vcuoher.
lt shculd be ncted that the Department`s 0rant Ccndltlcns plaoe llmltatlcns cn the prcpcrtlcn cf
the funds that they prcvlde that oan be used fcr ln klnd (fccd and gccds) asslstanoe.
Ycur agenoy may dlstrlbute fnanolal ald cnly cr a ocmblnatlcn cf any cf the fve types cf ald, whloh
may have ocme frcm the fcllcwlng scuroes:
N the FaCS webslte at www.facs.gcv.au;
N State, lcoal gcvernment (Ccurt Funds vlotcrla cnly, Lctterywest w^ cnly);
N dcnatlcns frcm buslness, ocmmunlty crganlsatlcns and oharltles and the publlo.
FaCS belleves that the prlnolples cf ollent dlgnlty, ohcloe and equlty are cptlmlsed thrcugh the use
cf oash (lnoludlng oheques), payment cf bllls, and vcuohers fcr gccds cr servloes. These types cf
ald are therefcre the preferred cptlcns fcr the dlstrlbutlcn cf LRl funds.
The type cf ald ycu prcvlde and hcw lt ls prcvlded oan elther:
N ensure the ollent`s dlgnlty and self wcrth, relnfcrolng ycur agenoy`s wcrk ln LR; cr
N prcvlde negatlve messages that relnfcroe the ollent`s vlew that they are hcpeless cr oannct
ocpe, whloh ls lnocnslstent wlth ycur agenoy`s cverall alms and cbjeotlves.
lt ls lmpcrtant ln assesslng the type cf ald ycur agenoy dlstrlbutes tc:
N Lnsure that the avallable ald prcvldes the maxlmum benefts tc address the needs cf ollents.
N Lnsure the prlmary prlnolples cf dlgnlty, ohcloe and aooess fcr the ollent ln eaoh type cf
asslstanoe ycu prcvlde.
N Ccnslder the 'mlx` cf ald avallable ln ycur lcoal area cr reglcn. Fcr lnstanoe, are all agenoles
ln ycur area prcvldlng fccd vcuohers cr fccd paroels cnly? lf sc, there wlll be a large number
cf ollents whcse prlmary needs fcr mcney wlll nct be met.
The fcllcwlng advantages and dlsadvantages shculd alsc be taken lntc ocnslderatlcn when
determlnlng the type cf ald tc prcvlde.
0ash
Cash prcvldes the ollent wlth the cptlmum ohcloe ln prlcrltlslng hcw they wlll address thelr mcst
presslng needs.
Chcloe ls llmlted by the amcunt cf oash avallable and ycur agenoy`s pclloy cn levels cf asslstanoe.
0bvlcusly, 510 wlll nct prcvlde the ollent wlth muoh ohcloe lf thelr prlmary need ls 570 fcr rent.
Thcse agenoles funded by FaCS have the cptlcn cf prcvldlng oash dlreotly cr ln the fcrm cf oash oheques.
There ls a safety rlsk ln prcvldlng oash tc ollents. lf ycu have safety ocnoerns regardlng the
dlstrlbutlcn cf oash ln ycur agenoy, ycu oan arrange wlth a lcoal bank tc have oheques oashed.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
88
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
89
Scme agenoles may be ocnoerned that they lcse ocntrcl cf the use cf the funds by prcvldlng oash
dlreotly tc a ollent. Thls deslre fcr ocntrcl shculd be measured agalnst the cbllgatlcn cf the
agenoy tc malntaln the dlgnlty cf the ollent.
Bill payment
Blll payment allcws ollents scme oapaolty tc prlcrltlse thelr debts. lt oan alsc be used as a
negctlatlcn tccl wlth a oredltcr and as the start up funds fcr a repayment plan.
laylng a blll dlreotly tc the ollent`s oredltcr reduoes the ollent`s lnvclvement wlth attendlng tc thelr
cwn debts.
Beoause bllls are pald by an agenoy oheque, ollents oculd be embarrassed, espeolally lf the
oredltcr ls scmecne wlth whcm the ollent has an cngclng relatlcnshlp, suoh as a dcotcr, dentlst
cr real estate agent.
Food voucher
The use cf fccd vcuohers alcne llmlts the type cf asslstanoe avallable tc meet the ollent`s needs,
eg. nc matter what the ollent`s prlmary fnanolal need ls, the agenoy oan cnly glve fccd.
vcuohers dc llmlt the ollent`s ohcloe abcut the types cf fccdstuffs and neoessary hcusehcld
ltems avallable frcm a supermarket.
Supermarkets are nct neoessarlly the oheapest plaoes tc shcp fcr fccd, ncr dc they always oater
tc speolfo dletary tastes, partloularly cf C^LD ollents, whc may prefer cr need tc buy thelr fccd
frcm markets cr speolal fccd suppllers.
when arranglng fccd vcuohers wlth a lcoal suppller ycu shculd ocnfer wlth the management
regardlng the sensltlvlty cf oheokcut staff tc the dlgnlty and prlvaoy cf ollents ln hcncurlng
vcuohers. lt ls ocmmcnly repcrted that supermarket staff oan be qulte lnsensltlve tc ollents`
feellngs when presentlng vcuohers at oheokcuts, eg. oalllng cut ancther welfare cne cver here,
cr what`s thls? Scme ollents are unable tc ocpe wlth thls embarrassment and wculd rather gc
wlthcut the ald than suffer the lndlgnlty cf publlo humlllatlcn.
^genoles utlllslng fccd vcuohers shculd endeavcur tc purohase glft vcuohers frcm a supermarket
as cppcsed tc vcuohers that ldentlfy the ollent as a ollent cf ycur servloe.
Scme agenoles plaoe llmltatlcns cn the use cf fccd vcuohers. The agenoy must welgh up thelr need
fcr ocntrcl cver the use cf the vcuoher wlth thelr respcnslblllty tc maxlmlse the dlgnlty cf the ollent.
Food items or parcels
^pprcprlate fccd paroels oan be cf lmmedlate asslstanoe tc pecple ln need, eg. tc feed hungry
ohlldren whllst mcre permanent asslstanoe ls arranged.
Fccd paroels oan be used where the agenoy ls unable tc prcvlde an LR lntervlew cn the same day.
Hcwever, fccd paroels allcw llmlted dlgnlty tc the ollent and may nct address thelr prlmary needs.
where the agenoy has adequate stcrage spaoe and staffng, ollent ohcloe oan be maxlmlsed by
allcwlng ollents tc self seleot thelr fccd paroel.
lt ls dlffoult tc prcvlde fcr the range cf dletary needs/preferenoes, espeolally fcr pecple wlth fccd
allergles, cr needlng fccd wlth lcw sugar/fat ocntent cr C^LD ollents wlth speolfo dletary needs.
Scme States have a Fccdbank servloe where dcnatlcns cf fccd are oclleoted at a oentral pclnt
and dlstrlbuted tc agenoles elther free cf oharge cr fcr a small fee.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
90
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
91
0hecklist Ior Agencies providing Iood parcels
Use hyglenlo stcrage spaoe and ocntalners fcr drled/oanned gccds.
Use freezer cr refrlgeratlcn fcr frczen cr shcrt llfe prcduots.
Lnsure apprcprlate fccd handllng prcoedures, l.e. dlspcsable plastlo glcves fcr repaokaglng
fccdstuffs, baslns fcr hand washlng, slnks fcr utenslls.
Dc nct dlstrlbute fccd, whloh ls past lts 'use by` date, cr fresh fccd whloh ls 'cff`. (dlstrlbutlng
fccd cutslde use by date cr that has perlshed presents a pctentlally serlcus legal llablllty fcr ycur
agenoy. State leglslatlcn may vary wlth regard tc thls lssue).
Ccntaot ycur state 'Fccd Bank` fcr supplles and lnfcrmatlcn cn fccd dlstrlbutlcn.
Ccnslder the partloular needs cf:
N pecple wlth llmlted occklng cppcrtunltles, eg. hcmeless ycung pecple, pecple whc llve ln
bcardlng hcuses;
N pecple wlth dletary needs cr preferenoes;
N ohlldren/bables.
lnolude adequate amcunts and types cf fccd fcr twc tc three nutrltlcus meals lf paokaglng a fccd
paroel.
where pcsslble, allcw the ollent tc self seleot the fccd paroel cr lndloate preferenoes cn a llst cf
the avallable fccdstuffs.
Try tc have perscnal hyglene ltems ln stcok l.e. dlspcsable napples, tampcns. ^n example cf an
adequate fccd paroel oculd lnolude:
N pasta
N pasta sauoe
N breakfast oereal
N lcng llfe mllk
N tea/ocffee
N drled blsoults
N oheese
N sardlnes/tuna
N oan cf scup
N sugar.
0lothing
^s a type cf ald, olcthlng prcvldes gccds whloh the ollent may nct ctherwlse be able tc cbtaln.
Hcwever, the prcvlslcn cf ald thrcugh olcthlng alcne may nct address the prlmary needs cf the
ollent.
Clcthlng shculd be cf an adequate quallty tc ensure ollent dlgnlty.
Tc prcvlde olcthlng as a fcrm cf LR, ycur agenoy needs adequate rescuroes fcr oleanlng, scrtlng
and dlsplay.
Thls fcrm cf asslstanoe ls dlffoult fcr a smaller agenoy tc crganlse.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
90
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
91
Household goods
Hcusehcld gccds oan range frcm manohester ltems thrcugh tc kltohen utenslls cr larger ltems,
suoh as beds, lcunge furnlture cr whlte gccds.
0ccds, suoh as furnlture and whlte gccds, are generally very expenslve ltems whloh the ollent
may ctherwlse nct be able tc affcrd. They shculd be cf an adequate quallty tc ensure ollent
dlgnlty.
0ccds oan be dlffoult tc crganlse fcr a smaller agenoy and requlre stcrage spaoe. They alsc have
hlgh asscolated transpcrt ocsts and there ls pctentlal llablllty fcr malfunotlcns oauslng an
aooldent.
Providing a variety oI assistance
^genoles oan alsc ocnslder prcvldlng a varlety cf asslstanoe.
lf ycur agenoy reoelves dcnatlcns cf fccd and gccds, then ycu oculd ocnslder prcvldlng a mlx cf
ald. Ycu may prcvlde fccd cr gccds ln addltlcn tc the fnanolal ald cr lnstead cf fnanolal ald, lf the
ollent partloularly requests lt, olcthlng cr furnlture.
Fcr example, a ollent may need a ocuoh, bed cr frldge. whlle lt may be lmpcsslble tc help them tc
the extent that they need fnanolally tc purohase new gccds, ycu cr ancther agenoy may be able
tc prcvlde seocndhand gccds ln klnd.
Ycu shculd alsc ocnslder the types cf ald prcvlded by cther agenoles ln ycur area and endeavcur
tc ensure that ycur servloe ls ocmplementary.
Amounts oI aid
The dllemma whloh faoes all agenoles prcvldlng LR ls that the avallable funds and cther
rescuroes are never encugh tc meet the need. Demand always exoeeds supply and agenoles
need tc thlnk abcut whether they prcvlde mcre tc less cr less tc mcre.
Lssentlally thls results ln scme agenoles ratlcnlng thelr ald, by settlng a reocmmended amcunt per
ollent (and number cf dependants). Thls may be based cn the antlolpated number cf ollents whloh ls
oaloulated cn demand ln past years. The agenoy therefcre ratlcns the funds sc that they wlll 'last` untll
the next fundlng rcund cr thelr budget ls expended. The dlsadvantage tc thls mcdel ls that the amcunt
cf ald may be sc lcw per lndlvldual ollent as tc render lt tctally lneffeotlve ln addresslng the ollent`s
need, cr maklng any dlfferenoe tc thelr olroumstanoes. Fcr example, an lnorease ln demand oculd see
an agenoy reduoe lts rate cf asslstanoe frcm 530 per ollent tc 510.
^lternatlvely, the agenoy may deolde tc dlstrlbute the LR based cn ollent need (wlthln a maxlmum
llmlt) untll the funds have run cut. The dlsadvantage wlth thls methcd ls that althcugh a number
cf ollents may have been asslsted ln an effeotlve way, and thelr prlmary needs may have been
addressed, there may be slgnlfoant perlcds cf tlme where the agenoy has nc funds avallable tc
asslst ollents.
Scme agenoles set weekly budget llmlts fcr dlstrlbutlcn. wlthln thls weekly llmlt, the wcrker/s ls
glven respcnslblllty cn hcw muoh tc dlstrlbute per ollent.
Thls methcd appears tc wcrk very well, partloularly when there ls a ocnstant wcrker cr wcrkers
whc are aware cf thelr budgetary ocnstralnts. lt alsc allcws the wcrker the cptlcn cf asslstlng
hlgher need ollents whlle malntalnlng the crganlsatlcn`s LR budget.
The agenoy shculd develcp pclloy guldellnes whloh LR wcrkers must keep tc.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
92
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
93
Making a diIIerence
ln the early 90s, the then Department cf Health, Hcuslng, Lcoal 0cvernment and Ccmmunlty
Servloes prcvlded fundlng tc the Salvatlcn ^rmy tc ocnduot a pllct prcjeot lntc pcverty. The prcjeot
trlaled new prcoedures almed at helplng pecple mcve cut cf the 'pcverty oyole` thrcugh:
N the prcvlslcn cf hlgher amcunts cf fnanolal asslstanoe per ollent;
N olcser llnklng cf the ollent tc eduoatlcnal suppcrt/perscnal develcpment rescuroes;
N the prcvlslcn cf addltlcnal aoocmmcdatlcn suppcrt servloes tc enable pecple tc beocme
lndependent.
The results ocnfrmed that lnoreased levels cf rescurolng and lmprcved servloe llnks resulted ln
pcsltlve cutocmes fcr ollents. Fcr example:
N LR pald fcr eduoatlcn expenses fcr a slngle mcther tc begln tralnlng tcwards a nurslng
degree.
N LR was used tc pay fcr equlpment fcr a lawnmcwer tc help an unemplcyed palnter tc start
hls cwn gardenlng/malntenanoe buslness.
N LR was used tc pay fcr majcr repalrs tc a oar tc enable a mcther tc ocntlnue tc wcrk.
lnoreased fundlng tc thls prcjeot prcvlded the stlmulus fcr a 'oreatlve` cr prcblem sclvlng
apprcaoh ln the strategles that were develcped tc asslst pecple.
Mcst agenoles fnd the fundlng llmltatlcns fcr suoh an apprcaoh prchlbltlve. Hcwever, the prcjeot
stands as an example cf hcw LR funds oan be used tc sclve ocre cr oausal prcblems and
ocntrlbute tc mcre effeotlve cutocmes fcr the ollent.
How oIten to provide assistance
lt ls unllkely that the fnanolal prcblems cf lcw lnocme ollents wlll be sclved by a cne cff payment.
Tc determlne a pclloy cn hcw cften tc asslst ollents ycu shculd assess:
N the 'needs` prcfle cf ycur agenoy;
N ycur lcoal area;
N exlstlng LR servloes ln ycur lcoal netwcrk.
Ycur agenoy needs tc take lntc aoocunt:
N ycur budgetary ocnstralnts;
N the tctal range cf servloes ycu prcvlde;
N the 'needs` prcfle cf ycur lcoal area;
N the lmpaot cf thls pclloy cn ycur cther servloes, eg. ycu may prcvlde an cpen dccr pclloy fcr scme
suppcrt servloes suoh as ocunselllng and yet llmlt the number cf tlmes LR ls made avallable.
^ 'mlx` cf LR suppcrt cr llmlts tc the amcunt cf suppcrt avallable may be mcre apprcprlate than
llmltlng the number cf tlmes ollents oan be asslsted.
lf ycu deolde tc llmlt the number cf tlmes ollents oan be asslsted, eg. three tlmes per year cr slx
tlmes per year, thls shculd be made olear tc the ollent ln explalnlng hcw the servloe wcrks. Fcr
example, lt may take three vlslts tc asslst cne ollent thrcugh a orlsls cr the ollent may experlenoe
three separate orlses cver a glven perlcd. what ls ycur agenoy`s pclloy ln these sltuatlcns?
Cllents shculd nct be arbltrarlly refused servloes wlthcut prlcr nctloe that thls ls the pclloy.
Ycur agenoy oculd alsc deolde tc assess requests fcr further ald cn an lndlvldual basls.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
92
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
93
Fcr example, ycur LR wcrker has asslsted a ollent, Mary, ln wcrklng cut her budget. Mary has a
weekly budget shcrtfall cf 520 beoause cf her hlgh rental ocsts and ls cn a waltlng llst fcr publlo
hcuslng. Ycur agenoy may deolde tc asslst Mary cn a fcrtnlghtly basls untll further
aoocmmcdatlcn oan be fcund.
lt ls lmpcrtant that ollents take aotlcn tc address thelr prcblems (eg. thrcugh fnanolal ocunselllng
where avallable) rather than develcplng a dependenoy cn the servloe as a regular lnocme supplement.
lt ls alsc lmpcrtant that the ollent kncws when and fcr hcw lcng ycu wlll be prcvldlng ald and the
dlfferenoe between the rcle cf LR and lnocme seourlty ln prcvldlng lcng term suppcrt and asslstanoe.
Service delivery in the absence oI Iunds
lt ls lmpcrtant that ycur servloe ocntlnues tc asslst pecple when ycu run cut cf funds. ln the
absenoe cf funds ycu shculd:
N Nctlfy cther agenoles ln the area sc that they kncw nct tc refer ollents tc ycu fcr fnanolal ald.
Ycu oan alsc dlsouss referral arrangements lf ycu need tc refer ollents tc thelr servloes.
N Nctlfy ollents abcut the tempcrary laok cf funds when maklng appclntments by phcne cr ln
perscn and then lndloate what ycur servloe oan cffer. lt ls a gccd ldea tc put a nctloe at the
agenoy entranoe tc thls effeot, hcwever ycu shculd avcld olcslng ycur cffoe, partloularly lf ycu
are able tc prcvlde an advcoaoy cr referral servloe.
Ycu oan stlll cffer the fcllcwlng servloes tc ollents:
N prcper referral cf ollents tc cther servloes ln the area fcr fnanolal cr materlal ald;
N oheoklng that ollents are reoelvlng all thelr entltlements and avallable ocnoesslcns;
N baslo budgetlng, negctlatlcn cf small debts;
N advcoaoy cn behalf cf the ollent (wlth the ollent`s permlsslcn);
N prcvlslcn cf lnfcrmatlcn abcut cther servloes and rescuroes (eg. aoocmmcdatlcn, fnanolal
ocunselllng).
Publicity and public relations
The alm cf publlolty and publlo relatlcns ls tc ralse awareness and fcster understandlng abcut the
crganlsatlcn, lts alms, servloes and aohlevements, and tc prcjeot a gccd lmage cf ycur
crganlsatlcn whloh enables ycu tc ocntlnue prcvldlng effeotlve servloes. Basloally, ycu need tc tell
pecple:
N whc ycu are;
N where ycu are;
N what ycu dc;
N why and hcw ycu dc lt.
The oredlblllty cf the crganlsatlcn wlth ollents, fundlng bcdles and the wlder ocmmunlty wlll
depend upcn hcw well thls ls dcne. Lxamples cf publlolty and publlo relatlcns lnolude:
N olroulatlcn cf pamphlets and annual repcrts;
N speaklng engagements at cther agenoles;
N medla release tc lcoal newspapers, radlc prcgrams, dally newspapers.
lrcmctlng ycur crganlsatlcn shculd be a regular part cf lts aotlvltles and nct ocnfned tc orlsls
perlcds cr ln respcnse tc threats, fcr example, lcss cf fundlng cr a ohange cf 0cvernment
prlcrltles.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
94
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
95
Networking Ior managers
Netwcrklng and occrdlnatlng wlth cther servloe prcvlders ln ycur area cffers many advantages tc
the ollents ycu serve, ycur staff and ycur agenoy ltself. These lnolude:
N shared kncwledge abcut rescuroes;
N occperatlve referral arrangements;
N occrdlnated servloes;
N ocmprehenslve servloe prcvlslcn resultlng ln pcsltlve cutocmes fcr ycur ollents;
N reduolng the need fcr staff tc take cn respcnslbllltles fcr whloh they have nct been
adequately tralned;
N less 'run arcund` fcr ollents;
N savlng tlme ln lcoatlng apprcprlate servloes fcr ollent referrals;
N prcvldlng benefts frcm the lnfcrmal suppcrt netwcrks that result frcm meetlng wlth cther
wcrkers;
N lnoreaslng the kncwledge base and praotloe skllls cf all LR wcrkers, but espeolally thcse that
may be new tc the wcrk area;
N better data.
^ olear understandlng cf lcoal rescuroes and hcw tc use them means staff oan be mcre effeotlve
ln the servloes they oan cffer thelr ollents.
Netwcrklng oan alsc be benefolal tc ycur agenoy as a whcle, bulldlng gccd wcrklng relatlcns
between servloe prcvlders. Mcst cften, phllcscphloal and praotloe dlfferenoes between agenoles
are mlnlmlsed by lnoreased kncwledge and a ocnoentratlcn cn the lssues shared by agenoles,
suoh as thelr ocnoern fcr pecple ln pcverty cr experlenolng dlsadvantage. There are benefts fcr
ycur agenoy ln lnvclvlng bcth wcrkers and managers ln the netwcrklng prcoess.
Cccrdlnatlcn ls alsc an effeotlve plannlng tccl. lt oan asslst ycur agenoy tc ldentlfy servloe gaps
and plan future prcgrams tc address prlcrlty needs ln the area.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
94
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
95
Networking process
Netwcrklng oan lmprcve servloe dellvery ln a number cf ways, hcwever the develcpment cf
occrdlnatlcn oannct be aohleved lnstantanecusly. lt ls mcre llkely tc suooeed where the trust and
occperatlcn cf agenoles ls allcwed tc bulld up gradually. There are fcur stages tc thls prcoess.
1. 5har|ng |nfermat|en
lnfcrmatlcn abcut the dlfferent servloes prcvlded by the member agenoles (lnoludlng referral
requlrements) shculd be exohanged regularly. Thls prcvldes the basls fcr:
N dlsousslcn cf lcoal lssues, suoh as the rlse ln ycuth hcmelessness;
N ldentlfylng prcblems suoh as the laok cf 'cut cf hcurs` prcvlslcn cf servloes;
N llalscn wlth cther servloes cr 0cvernment departments tc exohange lnfcrmatlcn.
2. Ceerd|nat|en
^genoles wcrklng tcgether and sharlng rescuroes, suoh as:
N arranglng ohanges tc agenoy hcurs tc ensure that LR servloes are avallable ln the area
cver the full week;
N sharlng exoess fccd dcnatlcns between agenoles;
N wcrklng tcgether tc prcvlde Chrlstmas hampers;
N apprcaohlng lcoal buslnesses fcr ocnoesslcns and glft vcuohers.
3. Pe||cy deve|ement and |ann|ng
ldentlfylng servloe gaps and plannlng new prcgrams, suoh as:
N the develcpment cf jclnt pclloy guldellnes;
N settlng up a strategy tc address the needs cf a partloular target grcup, eg. hcmeless
ycung pecple;
N arranglng shared LR rcsters between agenoles;
N the develcpment cf shared tralnlng prcgrams.
4. 1e|nt research and advecacy
The develcpment cf shared cr ocmplementary data oclleotlcn and researoh tc:
N ldentlfy lcoal demand fcr LR;
N develcp apprcprlate pclloles and servloes;
N jclntly advcoate fcr ohange, eg. fcr ohanges ln the allcoatlcn cf 0cvernment fundlng tc
publlo hcuslng ln the area, fcr an lnorease ln reoreatlcnal faollltles, fcr mcre ohlldoare
plaoes cr fcr an lnorease ln funds tc partloularly dlsadvantaged grcups.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
96
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
97
How to network
There are a number cf netwcrklng cptlcns avallable. Ycur agenoy oculd:
N Llnk lntc a lcoal cr reglcnal LR ocmmlttee.
N Lnsure that LR beocmes a regular ltem cn the agenda cf an exlstlng welfare/ocmmunlty
servloes ocmmlttee. Thls applles partloularly tc servloes ln rural and reglcnal oentres, where
there may be fewer servloes and a greater cverlap cf welfare prcvlslcn.
Lstabllsh an LR ocmmlttee by oalllng all the relevant servloes tcgether cr apprcaoh a neutral bcdy
suoh as the lcoal gcvernment tc crganlse an lnaugural meetlng. lt oan cften help tc get the ball
rclllng lf the ocmmlttee ls nct seen as belng allgned tc cne partloular agenoy. These netwcrks
may already exlst ln scme areas and ycur agenoy oan easlly tap lntc these netwcrks. The C0SS ln
ycur State/Terrltcry shculd be able tc prcvlde ycu wlth lnfcrmatlcn regardlng netwcrks that exlst
fcr LR agenoles.
^genoles shculd ocnsult wlth the exlstlng ocmmunlty servloe prcvlders ln the area. Thelr
kncwledge cf the area and the needs cf the ocmmunlty oan be lnvaluable ln the plannlng prcoess
(l.e. ln determlnlng target grcups cr types cf asslstanoe).
Who should represent your agency
There shculd be a mlx cf managers and wcrkers cn LR ocmmlttees tc ensure the develcpment cf:
N gccd wcrklng relatlcnshlps between servloe dellvery staff;
N cngclng ocmmltment tc occperatlcn;
N repcrt baok arrangements fcr all staff, whloh shculd be put ln plaoe at a staff meetlng.
How to develop a material aid agency prole
^ qulok way tc prepare a ocmprehenslve fnanolal and materlal ald agenoy prcfle fcr ycur area ls
tc use an lnfcrmatlcn prc fcrma. Scmecne then needs tc take respcnslblllty fcr oclleotlng them,
crganlslng the lnfcrmatlcn lntc subjeot headlngs and reprcduolng encugh ocples fcr ocmmlttee
members.
Ycu oan further expand the lnfcrmatlcn, by olroulatlng the sheet tc cther ocmmunlty agenoles ln
ycur area, fcr thelr detalls (they shculd alsc reoelve a ocpy cf the fnlshed prcfle). ^ sample
lnfcrmatlcn sheet fcllcws.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
96
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
97
Material Aid Agency Prole Pro Forma
Name cf crganlsatlcn
^ddress
Tel. nc. Fax nc.
Hcurs cf cpenlng
Servloe ls olcsed cn (l.e. weekends, publlo hcl.)
ldentlfoatlcn requlred
Lllglblllty (eg. lcoal gcv. area cnly)
^ppclntments
Type cf asslstanoe glven (eg. materlal ald, referrals)
0ther servloes cffered by agenoy (fnanolal ocunselllng, hcuslng)
lreferred referral arrangements
whc tc ocntaot
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
98
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
99
How to develop a resource manual
lnfcrmatlcn ls a vltal tccl fcr ycur wcrkers ln asslstlng ollents and fcr lmprcvlng aooess tc
servloes. ldeally, the rescuroe faollltles fcr an LR servloe shculd lnolude up tc date, aoourate
lnfcrmatlcn ln these key areas:
1. ^ustrallan 0cvernment benefts, allcwanoes and prcgrams.
2. State/Terrltcry 0cvernment prcgrams, servloes and ocnoesslcns.
3. Lcoal 0cvernment servloes and ocnoesslcns.
2. Ncn gcvernment ocmmunlty servloes (oheok tc see lf ycur State Ccunoll cf Scolal Servloe has
Dlreotcry lnfcrmatlcn)
3. Lcoal lnfcrmatlcn lnoludlng maps, transpcrt tlmetables and cther lcoal lnfcrmatlcn.
(See the Natlcnal Rescuroe lnfcrmatlcn seotlcn cf thls Handbcck, fcr 0cvernment allcwanoes
and prcgrams.)
Cheok tc see whether ycur lcoal gcvernment has an adequate lcoal rescuroe gulde. lf there are
nc exlstlng rescuroes, ensure a lcoal strategy ls adcpted tc adequately address the rescuroe
lnfcrmatlcn needs cf ycur area. lt may nct be neoessary fcr ycur agenoy tc ocmplle the rescuroe
dlreotcry alcne. Thls oculd be dcne occperatlvely between agenoles cr wlth lcoal 0cvernment.
The agenoy shculd prcvlde a rescuroe fle fcr eaoh wcrker when asslstlng ollents.
llaoe all relevant publloatlcns lntc an aooesslble 'rescuroe` area cr, lf avallable, a llbrary.
^llcoate respcnslbllltles fcr establlshlng and malntalnlng the rescuroe fles, publloatlcns and
publlo lnfcrmatlcn dlsplay fcr the agenoy.
Traln staff ln hcw tc aooess the lnfcrmatlcn rescuroes and ln hcw tc update and expand them.
Flllng cf the agenoy`s rescuroe system shculd:
N be alphabetloal;
N malntaln a ocnslstent system cf reocrdlng lnfcrmatlcn;
N keep a master llst cf subjeot headlngs whloh wlll need tc be updated;
N keep a step by step reocrd cf hcw the system wcrks.
The rescuroe fle shculd have twc ocmpcnents:
N ^ subjeot fle. ^ lccseleaf blnder ls ldeal wlth eaoh page ln a plastlo ocver.
N ^n agenoy fle. lnolude alphabetloal llstlng cf the agenoles, departments and servloes llsted
ln the subjeot fle. Thls oan be cn a oard system cr lnoluded ln a separate seotlcn cf the
rescuroe fle wlth alphabetloal dlvlders. lf ycu have ocmputer faollltles avallable then the
rescuroe fle cptlcn ls muoh easler tc update.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
98
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
99
Resource le sample headings
Bcth the subjeot fle and the llbrary materlal oan be crganlsed under the same subjeot headlngs.
The fcllcwlng ls a llst cf sample headlngs:
N ^bcrlglnal agenoles/servloes
N ^ged servloes
N Centrellnk lnfcrmatlcn
N Chlld servloes
N Ccmmunlty servloes
N Ccmmunlty rescuroes
N Ccnsumer affalrs
N Lcoal dlreotcry
N Dlsablllty servloes
N Drugs/alochcl
N Lduoatlcn/tralnlng
N Lmplcyment
N Lmergenoy Rellef
N Lmergenoy servloes
N Lngllsh language ocurses
N Lqual cppcrtunlty
N Culturally and Llngulstloally Dlverse
agenoles/servloes
N Famlly vlclenoe
N Flnanolal Ccunselllng
N 0cvernment Departments
N 0uardlanshlp
N Health
N Hcuslng
N lmmlgratlcn
N lnfcrmatlcn/referral servloes
N lnterpreters
N Legal servloes
N Lcoal lnfcrmatlcn
N Men`s servloes
N Retrenohment
N Self help grcups
N Sexual assault
N Taxatlcn
N Transpcrt
N Traveller`s ald
N veterans` affalrs
N vclunteerlng
N wcmen`s servloes
N wcrkers Ccmpensatlcn
N Ycuth servloes
Public inIormation display
Ycur waltlng rccm oan be an lnfcrmatlcn rescuroe fcr ycur ollents. ^ll 0cvernment departments
and mcst large crganlsatlcns lssue pamphlets and pcsters.
Lcoal lnfcrmatlcn abcut self help grcups oan alsc be a very useful rescuroe. Ccntaot ycur Cltlzens
^dvloe Bureau, lcoal 0cvernment, lcoal nelghbcurhccd oentre, ocmmunlty servloes department cr
ocmmunlty health oentre. They usually have ocmprehenslve lnfcrmatlcn abcut lcoal grcups. Ycu
may need tc purohase dlsplay stands cr wall hclders. Remember tc make the lnfcrmatlcn at an
aooesslble helght fcr pecple ln wheelohalrs cr wlth slght dlsabllltles. ^lsc keep ln mlnd L^R0L
prlnt materlal and plotcrlal messages.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
100
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
101
4. Model oI service
what mcdel cf servloe shculd we use?
The avallable physloal, fnanolal and human rescuroes wlll largely determlne the mcdel cf servloe
ycu use. The mcst lmpcrtant thlng ls that the servloe cffered maxlmlses the aooess and dlgnlty
cf the ollents lt asslsts.
There are a range cf cptlcns fcr assesslng ollent need and the type and amcunt cf fnanolal cr
materlal ald tc be prcvlded as well as addltlcnal servloes whloh oan be cffered.
The lssues belcw need tc be taken lntc ocnslderatlcn when determlnlng ycur mcdel.
Interviews
lntervlews oan be ocnduoted speolfoally fcr the purpcse cf dlsousslng and dlstrlbutlng LR.
whether ycur servloe ls prcvlded vla hcme vlslt, appclntment cr waltlng rccm lt ls essentlal that
effeotlve lntervlewlng ls undertaken.
lntervlews shculd be held cn a cne tc cne basls ln a separate and prlvate rccm. lntervlews enable:
N the ollent tc feel they are lmpcrtant encugh tc be glven the tlme tc be asslsted;
N the ollent tc dlsouss thelr sltuatlcn ln a ocnfdentlal manner;
N the prcvlslcn cf lnfcrmatlcn tc the ollent, suoh as ensurlng the ollent has all thelr
entltlements; cfferlng baslo budgetlng advloe and referrals tc a speolallsed agenoy fcr
addltlcnal asslstanoe.
lt ls mcst lmpcrtant that where ycur agenoy may be cfferlng speolfo servloes suoh as famlly
ocunselllng ln addltlcn tc LR, a olear dlstlnotlcn ls made between where the LR servloe beglns
and ends.
lntervlews shculd be tlme llmlted and shculd have a olear fcous cn the assessment prcoess and
advcoaoy cr referral lf that ls apprcprlate.
Staff shculd be prcvlded wlth apprcprlate tralnlng ln lntervlewlng skllls as oapaolty tc effeotlvely
lntervlew ls a key ocmpcnent cf LR wcrk.
Home visits
Hcme vlslts oan prcvlde aooess tc LR fcr pecple whc are lsclated ln thelr hcmes thrcugh reascns
suoh as:
N gecgraphloal lsclatlcn frcm majcr olty oentres ln rural cr new urban areas;
N laok cf transpcrt/hlgh ocst cf transpcrt;
N lll health;
N physloal, lntelleotual cr psyohlatrlo dlsablllty;
N frallty;
N oare cf ycung ohlldren and famlly members.
Hcme vlslts cffer:
N a perscnallsed servloe, a 'share a oup cf tea` apprcaoh;
N the wcrker the ablllty tc understand the perscn`s prcblems wlthln the hcme ocntext;
N nc stlgma fcr the ollent ln attendlng an LR agenoy.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
100
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
101
Hcwever, hcme vlslts are alsc:
N tlme lntenslve fcr staff;
N pcsslbly less safe fcr staff;
N lntruslve cn the ollent`s llfe and prlvaoy;
N llkely tc requlre the use cf a prlvate/agenoy oar cr lnoreased transpcrt ocsts;
N dlffoult fcr the manager tc cversee cr mcnltcr the quallty cf the servloe.
Appointments/waiting room
The frst pclnt cf ocntaot fcr the ollent at reoeptlcn, and the methcd ycur agenoy adcpts tc
struoture the dcw cf ollents thrcugh the servloe, sets the basls fcr the standard cf servloe
dellvery frcm ycur agenoy.
whether tc make an 'appclntmentbased` cr 'frst ocme, frst served` servloe ls a deolslcn that
rests upcn faotcrs suoh as the number cf staff ycur agenoy has avallable, and the level cf
demand fcr the servloe.
Tc asslst ycu ln maklng thls deolslcn lt may be helpful lf the reoeptlcnlst reocrds the dcw cf
ollents thrcugh the servloe cver a twc week perlcd, l.e. the number cf pecple waltlng fcr
asslstanoe thrcughcut the day, nctlng peak tlmes. Ycu oculd alsc ask eaoh ollent at the lntervlew
hcw lcng they had tc walt fcr asslstanoe.
Thls wlll alsc help ycu tc establlsh where the peaks and trcughs cf ollent demand are sc that ycu oan
allcoate ycur staffng rescuroes aoocrdlngly. Bcth systems oan wcrk well wlth adequate rescuroes. The
advantages and dlsadvantages are dlsoussed belcw tc asslst ycu ln maklng ycur deolslcn.
Appointment based service
when maklng appclntments ycu need tc ocnslder what ls an apprcprlate tlme allcoatlcn. we
suggest that thls shculd be arcund twenty mlnutes. lf the wcrker ls taklng up tc an hcur and a
half tc asslst the ollent then lt ls llkely that the wcrker ls trylng tc 'sclve` all cf the ollent`s
prcblems themselves lnstead cf referrlng the ollent tc apprcprlate servloes suoh as a fnanolal
ocunsellcr cr hcuslng wcrker.
lf the appclntments are taklng up tc an hcur and a half, then the system ls nct wcrklng. There wlll
be lcng delays ln the waltlng rccm and ollent frustratlcn that oculd easlly lead tc aggresslcn. lt
may alsc mean that the LR servloe ls beglnnlng tc lmpaot cn ycur agenoy`s cther servloes,
olcgglng up the system and oauslng wcrkers tc out dcwn thelr wcrk ln thelr prlmary wcrk area.
^ppclntments allcw wcrkers tc crganlse thelr tlme, bulld ln breaks ln the day and slct ln tlme fcr
staff meetlngs and netwcrklng wlth lcoal ocmmlttees.
Cllents kncw when they wlll be seen. lf the system ls wcrklng well they shculd nct have lengthy
stays ln the waltlng rccm. ^ppclntments are used fcr a number cf cther servloes suoh as fcr
dcotcrs, and cther prcfesslcnal servloes thls oan lnorease the dlgnlty cf the ollent.
lf the LR servloe cnly cperates cn a few days per week wlth a slngle wcrker, lt means that bcth
the wcrker and the ollents oan develcp reallstlo expeotatlcns. lt oan prevent the wcrker frcm belng
swamped wlth pecple cn the days that they wcrk.
^n appclntmentbased servloe reduoes the oapaolty cf the agenoy tc asslst ollents ln a orlsls cr
whcse needs are lmmedlate, l.e. the gas ls abcut tc be out cff, they have nc fccd, cr they are
trylng tc seek help ln esoaplng dcmestlo vlclenoe.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
102
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
103
Many agenoles have bullt lntc thelr guldellnes the cppcrtunlty fcr staff tc lmmedlately asslst
ollents experlenolng suoh orlsls.
ln a busy agenoy, appclntments oan bulld up tc three cr mcre days ahead, and may fcroe the
ollent tc endure hardshlp whllst waltlng cr alternatlvely tc seek a less apprcprlate servloe.
Tc address thls prcblem, scme agenoles have adcpted a dual system whereby fccd paroels cr
fccd vcuohers are made avallable frcm reoeptlcn whllst the ollent ls waltlng fcr an appclntment.
First come rst serve based service
^s lcng as the staffng rescuroes are adequate tc meet demand, the frst ocme, frst served
servloe oan cffer a genulne respcnse tc orlsls cr the lmmedlate needs cf ollents.
^ staff rcster cperatlng wlth a frst ocme, frst served servloe oan alsc cffer the wcrker the ablllty
tc plan breaks and crganlse thelr wcrklcad and cther wcrk ocmmltments.
lf delays cf mcre than cne hcur are regularly coourrlng then lt ls tlme fcr ycur agenoy tc revlew the
staffng and frst ocme, frst served system. Ycu may be able tc reduoe waltlng perlcds by slmply
reallcoatlng staff tc busy perlcds cr ycu may need tc ocnslder extra staffng rescuroes cr llmltlng
ycur servloe by appclntments.
Lcng delays ln a waltlng rccm ocntrlbute tc a reduotlcn cf dlgnlty fcr the ollent.
lf waltlng rccms are ocnstantly full cf pecple thls oan alsc be very dauntlng fcr staff. There ls the
added pressure tc wcrk thrcugh mcrnlng and afternccn tea breaks and lunoh tlmes, a sltuatlcn
that oan lead tc burncut.
lressure cn the ollents tc endure lcng waltlng perlcds oan alsc mean that the lntervlew prcoess
ltself ls made muoh mcre dlffoult. Cllents may be jaded cr dcwnrlght anncyed abcut the delays
and lt ls the wcrker whc has tc deal wlth thls sltuatlcn.
lt alsc makes lt extremely dlffoult fcr bcth staff and ollents when fnanolal ald has run cut fcr the
day. Many agenoles set a budget llmlt cn expendlture fcr the day/week/mcnth whloh may
address thls lssue tc a degree.
Hours oI opening
The hcurs that ycur agenoy oan cpen cr prcvlde an LR servloe are cbvlcusly determlned by the
staffng rescuroes ycu have avallable. lt shculd be remembered that even ln the absenoe cf
funds, an advcoaoy and referral servloe oan stlll be benefolal fcr ollents.
The mcst lmpcrtant ocnslderatlcn, cnoe ycu have wcrked cut ycur agenoy`s oapablllty fcr the
servloe ls tc ocnslstently malntaln thcse tlmes and tc advertlse them tc ollents and cther
servloes ln the area. Dc nct swap and ohange lf at all pcsslble.
ln deoldlng cn the hcurs cf cpenlng cf ycur servloe lt ls a gccd ldea tc ocnsult wlth cther agenoles
ln the area. Tcgether, ycu may be able tc ensure that there ls always an LR servloe cpen durlng
buslness hcurs ln ycur lcoal area, cr ln addltlcn, ycu may be able tc wcrk cut a occperatlve rcster
tc ocver cutcfhcurs tlmes and weekends.
Cccperatlve rcsters between agenoles oan reduoe the straln cf servloe prcvlslcn cn lndlvldual
agenoles and alsc serve tc ensure adequate servloes fcr the lcoal ocmmunlty.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
102
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
103
0uty rosters
Duty rcsters prcvlde an effeotlve basls fcr crganlslng the dellvery cf LR servloes elther wlthln a
slngle agenoy, cr thrcugh a occperatlve netwcrk cf agenoles tc a partloular gecgraphloal area.
There are a number cf advantages cffered by cperatlng a duty rcster system.
N Fcr an agenoy whloh prlmarlly prcvldes LR, wlth pald cr a ocmblnatlcn cf pald and unpald
staff, a duty rcster oan allcw the agenoy tc bulld breaks lntc the day cf the wcrker. The duty
rcster oan alsc prcvlde cppcrtunltles fcr the wcrker tc vary thelr tasks cver the day cr week.
^s dlsoussed prevlcusly thls asslsts ln preventlng wcrker burncut ln a demandlng wcrk area.
N Fcr thcse agenoles dellverlng LR as an addltlcnal agenoy servloe, a duty rcster oan ensure
that the LR servloe dces nct cverburden the prlmary wcrk cf cne cr twc staff. Fcr lnstanoe, lt
may be better tc have 10 staff ln a Ccmmunlty Centre prcvldlng the LR servloe cn a rcstered
basls fcr three hcurs eaoh a week, than tc add the LR rcle tc that cf cne scolal wcrker,
whcse prlmary rcle lt ls tc wcrk ln health preventlcn suppcrt tc the oentre.
N ln the oase cf lndlvldual agenoles whloh dc nct have the staffng rescuroes tc cperate a
ocmprehenslve LR servloe, shared cr occperatlve duty rcsters between twc cr mcre agenoles
allcws the agenoy tc partlolpate ln the prcvlslcn cf LR tc a lcoal ocmmunlty wlthcut plaolng
tcc great a burden cn lts cwn rescuroes. Cccperatlve LR mcdels have the added advantage
cf asslstlng the develcpment cf netwcrks and cfferlng a wlder range cf suppcrt servloe llnks
fcr ollents.
N ^ rcsters between agenoles oan mean that ollents are requlred tc travel further tc aooess a
servloe, ocstlng them tlme and mcney. lt oan alsc lead tc ocnfuslcn abcut where tc gc fcr
asslstanoe and unoertalnty lf dlfferent agenoles apply dlfferent ellglblllty orlterla fcr servloes.
Internal agency duty rosters
There are a range cf faotcrs whloh shculd be taken lntc ocnslderatlcn when deoldlng tc lntrcduoe
a duty rcster. These lnolude:
N The extent cf demand fcr LR cn ycur agenoy. lf the level cf demand fcr LR ls beglnnlng tc
extend beycnd the oapaolty cf ycur ourrent staffng arrangements then ycu need tc ocnslder
cne cf a range cf measures. These oculd lnolude extendlng cr llmltlng the hcurs cf cperatlcn
cf the LR servloe, establlshlng reolprcoal arrangements wlth cther agenoles ln ycur area fcr
referrals when ycur servloe ls cver oapaolty cr nct cperatlng, cr the restruoturlng cf present
staffng arrangements thrcugh a duty rcster.
N The amcunt cf fnanolal ald avallable. lf ycur avallable rescuroes are nct meetlng exlstlng
demand, lt may be mcre apprcprlate tc ocnslder ways cf wcrklng tcgether wlth cther agenoles
ln the area (ycu may be able tc cffer oash tc ollents and reolprcoate wlth cther agenoles
whloh have fccd vcuohers cr fccd paroels).
N The wllllngness cf staff tc partlolpate. Staff wlll need tc be ocnsulted and lnoluded ln
negctlatlcns shculd any ohanges be requlred tc the dutles llsted ln thelr exlstlng jcb
desorlptlcns.
0uty roster checklist
N what ls the ourrent level cf demand fcr LR ln ycur agenoy?
N what are the staffng needs/ourrent oapaolty tc address the demand?
N when are the perlcds cf hlghest demand durlng the week? (lt ls a gccd ldea tc reocrd ollent
demand numbers. lt may be mcre praotloal tc have twc wcrkers asslgned tc Mcnday
mcrnlngs and Frlday afternccns than tc stretoh staff tlme cver a full week).
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
104
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
105
N what are the hcurs cf cpenlng cf cther LR servloes ln the area? ls there a pcsslblllty cf
ocmplementlng cther servloes by ensurlng that at least cne agenoy ln ycur lcoal area cr
reglcn ls cpen cver the full week? lf sc, hcw far apart cf servloes, dc ycu have dlfferent
ellglblllty orlterla?
N Can ycu arrange a baokup system fcr rcstered wcrkers? (eaoh rcstered perscn oculd be
asslgned a baokup perscn tc ocntaot shculd they nct be able tc take thelr plaoe cn the
rcster.)
N Have ycu put a revlew system ln plaoe tc gauge the lmpaot cf the rcster system cn the
management cf ollent demand and staff wcrklcads?
0ooperative duty rosters between agencies
^lthcugh the prcspeot cf arranglng a shared duty rcster oan at frst appear a llttle mcre dauntlng,
all lt takes ls tlme, occperatlcn and crganlsatlcn. ^genoles have suooessfully establlshed rcsters
ln lnner urban and rural oentres, and there have been a number cf pcsltlve splncffs fcr the
agenoles, thelr ollents and the ocmmunlty as a result.
1he process
lf ycur agenoy ls already represented cn a lcoal LR cr welfare ocmmlttee ycu oculd llst thls ltem
fcr dlsousslcn cn the agenda. ^lternatlvely, lf there are nc lcoal welfare netwcrks ycu may have tc
set abcut oalllng tcgether all the agenoles whcse ollents may have a need fcr LR servloes.
lt ls lnadvlsable tc lmmedlately launoh ln wlth a request fcr help frcm agenoles. Netwcrklng and
occperatlcn wlth cther agenoles lnvclves a gradual prcoess cf exohange and trust. (See earller
pages fcr suggestlcns cn hcw tc netwcrk wlth cther agenoles).
Flrstly ycu shculd establlsh:
N the ourrent demand fcr LR ln the area;
N whloh agenoles are lnvclved ln dellverlng LR servloes (see 'Hcw tc Develcp a Materlal ^ld
lrcfle`);
N prcblems ln fnanolal and staffng rescuroes;
N unmet needs cr servloe gaps.
Frcm thls basls ycu oan then explcre the pcsslblllty cf lnteragenoy occperatlcn frcm cne cf the
fcllcwlng mcdels.
Node| 1
Twc cr mcre agenoles ocntrlbute staffng rescuroes cn a rcstered basls tc cperate an LR servloe
frcm cne slte/agenoy.
lndlvldual agenoy fundlng/materlal ald rescuroes oan be dlstrlbuted by the duty rcster wcrker cf
the partloular agenoy desplte wcrklng frcm ancther gecgraphloal slte.
lf ycur ocmmlttee ls able tc reaoh agreement abcut the apprcprlate allcoatlcn tc eaoh FaCS
funded cutlet, ycu oculd pass that advloe cn tc the Department tc asslst them ln the allcoatlcn
prcoess.
lt ls advlsable when uslng thls mcdel tc develcp an agreed phllcscphy and crganlsatlcnal mcdel
fcr the servloe. (Use materlal ln lart 3, Seotlcn 3 cf thls Handbcck as a gulde ln develcplng
pclloy cptlcns). lt ls alsc helpful tc have regular meetlngs between duty staff tc dlsouss praotloe
lssues, systems dlffoultles and crganlsatlcnal prcblems.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
104
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
105
ln addltlcn, all wcrkers cperatlng the rcster wlll beneft frcm jclnt tralnlng sesslcns, tc enable a
ocnslstent servloe apprcaoh frcm the staff. (Ycu oculd use the materlal ln lart 2 cf the Handbcck
as the basls fcr tralnlng sesslcns althcugh lt wculd be wcrthwhlle emplcylng tralners tc run these
wcrkshcps lf ycu dc nct have aooess tc sultably quallfed staff ln cne cf the partlolpatlng
agenoles).
Lnsure that ycu have baokup rcster arrangements wlthln ycur agenoy sc that ycu dcn`t renege cn
ycur occperatlve arrangements wlth cther partlolpatlng agenoles.
0ther agenoles ln the area (lnoludlng lcoal 0cvernment) may nct neoessarlly be able tc ocntrlbute
staffng rescuroes, hcwever, they may be able tc ocntrlbute fnanolally cr wlth the cffer cf cffoe
spaoe, admlnlstratlve baokup and equlpment. Dc nct hesltate tc ask fcr thelr suppcrt.
Node| 2
Twc cr mcre agenoles prcvlde an LR servloe frcm thelr cwn agenoy ln a occperatlve arrangement
tc ensure that an LR servloe ls cpen and aooesslble wlthln a gecgraphloal area cver the full
wcrklng week (thls oan alsc lnolude an 'cut cf hcurs` rcster between agenoles).
Fcr example, ^genoy ^ cpens every mcrnlng frcm 9am tc 12am cn every weekday. ^genoy B
cpens every afternccn frcm 1pm tc 4pm.
lf there are mcre than twc agenoles lnvclved ycu may wlsh tc arrange tc take respcnslblllty fcr
partloular days cf the week cr a varlety cf cther ocmblnatlcns.
The mcst lmpcrtant thlng ls that the arrangements are olear tc ollents and referrlng agenoles
(requlrlng adequate publlolty).
lt ls advantagecus, where ycu are attemptlng tc servloe the same gecgraphloal pcpulatlcn, that
the partlolpatlng agenoles are wlthln easy walklng dlstanoe cr near transpcrt ocnneotlcns.
Thls mcdel allcws the partlolpatlng agenoles tc cperate wlth lndlvldual servloe mcdels/fundlng
arrangements whlle stlll malntalnlng aooess tc LR wlthln the ocmmunlty and lcwerlng demand cn
the agenoy.
0ther options
Ycu may nct need tc develcp occperatlve mcdels tc the extent desorlbed ln the cptlcns abcve.
Mcre lnfcrmal occperatlve arrangements may lnvclve:
N referral cf ycur ollents tc cther agenoles ln perlcds cf hlgh demand when ycu are unable tc
asslst ollents due tc staffng ocnstralnts;
N referral arrangements when ycu are unable tc asslst ollents due tc a laok cf fnanolal/
materlal ald rescuroes.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
106
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
107
6. 0esign Issues
Planning and evaluation
llannlng and settlng gcals are essentlal fcr an agenoy tc be effeotlve. Lverycne ln the
crganlsatlcn needs tc kncw what lts dlreotlcn ls, what the grcup wants tc aohleve and hcw lt ls
gclng tc dc lt. Ycu need oheokpclnts agalnst whloh ycu oan measure ycur prcgress and
cutocmes, and explaln ycur aotlvltles sc that ycu wlll be aoocuntable fcr what ycu say ycu are
gclng tc dc.
The maln steps cf the plannlng prcoess are tc:
N ocnsult wlth the lcoal ocmmunlty and gather lnfcrmatlcn abcut lssues, needs and ourrent
respcnses tc these;
N llst the alms cf prcvldlng an LR servloe what ycu want tc aohleve and whc fcr?
N develcp strategles whloh oan aohleve these alms (l.e. apprcprlate LR pclloles and mcdel cf
servloe dellvery);
N llst the wcrk lnvclved, whc ls respcnslble fcr the occrdlnatlcn, dlreot servloe dellvery and
admlnlstratlcn, when they are gclng tc dc lt and the ocsts lnvclved;
N revlew the servloe regularly tc see lf the plan ls wcrklng well and make any neoessary
ohanges.
Thls lnvclves:
N olarlfylng the phllcscphy cf the crganlsatlcn, lts bellefs and values. why are we dclng thls? ls
LR prcvlslcn ocnslstent wlth thls phllcscphy?
N olarlfylng the purpcse cf the crganlsatlcn whc are the ollents and what dc we want tc dc fcr
them?
N develcplng cbjeotlves what must be aohleved ln crder tc aoocmpllsh the purpcse?
N develcplng perfcrmanoe lndloatcrs whloh shcw hcw well the servloe ls aohlevlng lts
cbjeotlves;
N develcplng aotlcn plans ldentlfylng the tasks ycu must dc tc aohleve ycur cbjeotlves;
N keeplng ollent statlstlos whloh enable the servloe tc mcnltcr ohanges;
N evaluatlng hcw well ycu are meetlng the ollents` needs and whether ycu are aohlevlng ycur
cbjeotlves.
Financial resources
The fnanolal rescuroes avallable tc an crganlsatlcn wlll naturally help tc determlne hcw a servloe
ls prcvlded.
The fcllcwlng rescuroes shculd be taken lntc ocnslderatlcn when deslgnlng ycur servloe:
N fundlng avallable fcr pald staff fcr occrdlnatlcn and dlreot servloe prcvlslcn;
N admlnlstratlve suppcrt staff;
N furnlture/equlpment;
N fundlng avallable fcr LR dlstrlbutlcn;
N cther LR rescuroes, eg. fccd and furnlture.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
106
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
107
Human resources
The human rescuroes avallable tc an crganlsatlcn alsc need tc be taken lntc ocnslderatlcn, fcr
example:
N number cf pald wcrkers;
N number cf unpald wcrkers;
N skllls cf pald and unpald wcrkers;
N tralnlng cppcrtunltles/requlrements fcr pald and unpald wcrkers.
lt ls equally lmpcrtant fcr agenoles prcvldlng multlple servloes tc assess the fnanolal and human
rescuroe lmplloatlcns cf prcvldlng an LR servloe. Fcr example, wlll LR be dellvered by exlstlng
welfare duty wcrkers? wlll the addltlcnal admlnlstratlve tasks be taken cn by exlstlng staff cr wlll
extra staff need tc be emplcyed?
0eographical issues
The nature cf servloes varles aoocrdlng tc lcoatlcn. Fcr example, a rural servloe may ocnslder cut
pcstlng wcrkers tc aooesslble areas.
^ooess tc servloes fcr lcwlnocme and dlsadvantaged pecple ls essentlal. uestlcns ycu shculd
ask lnolude:
N ls the servloe olcse tc transpcrt? Tralns are the mcst aooesslble fcrm cf transpcrt fcr scme
pecple wlth dlsabllltles and parents wlth small ohlldren, uslng prams and pushers ln
metrcpclltan areas. Rallway statlcns may, hcwever, be lsclated frcm olty oentres ln prcvlnolal
oltles.
N ls the servloe ln a sultable pcsltlcn tc servloe the agenoy`s target grcup?
N ls the servloe ln an cverservloed/underservloed area? Ccnsult wlth cther prcvlders ln the LR
netwcrk.
N ls the servloe olcse tc parklng faollltles fcr staff/ollents? larklng meters prcvlde an
addltlcnal ocst fcr ollents.
N Ycu oan apply tc ycur lcoal ocunoll fcr a oar park fcr physloally dlsabled ollents.
Building design
lt ls lmpcrtant that wlthln the fnanolal ocnstralnts avallable, the agenoy glves scme ocnslderatlcn
tc maklng the physloal envlrcnment as pleasant as pcsslble. Fcr example, llght oclcured wall
palnt, well pcsltlcned pcsters and pamphlets, plants, prlnts and gccd llghtlng fxtures oan prcvlde
a lcw ocst lmprcvement tc a dark cr depresslng area. Thls oan alsc have benefts fcr lmprcvlng
staff mcrale.
There shculd be an adequate reoeptlcn and waltlng area wlth ocmfcrtable ohalrs and ohlldren`s
tcys. (See 'lubllo lnfcrmatlcn Dlsplays`).
lf ycur agenoy ls prcvldlng LR thrcugh an lntervlew assessment, ycu need a suffolent number cf
lntervlew rccms tc meet the demand/staffng rescuroes.
Ycu shculd ensure that ycur cffoe spaoe allcws fcr ollent prlvaoy and ocnfdentlallty and safety
ocnslderatlcns fcr staff and ollents.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
108
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
109
0hecklist ~ Physical access
N ls there encugh sultable slgnage tc dlreot ollents tc the servloe ln dlfferent languages and
large prlnt. ls lt easlly readable?
N ls there aooesslble oar parklng adjaoent tc the bulldlng?
N ls the bulldlng aooesslble tc pecple whc use wheelohalrs cr thcse wlth strcllers?
N Dces the bulldlng have steps at the entranoe? lf sc, oculd a small ramp be added cr the step
be levelled cut?
N Can the dccr be cpened easlly? ls lt wlder than 760mm? ls ycur dccrbell tcc hlgh fcr a
perscn ln a wheelohalr tc reaoh?
N ^re there any handralls at a ocnvenlent helght?
N ^re ocunters between 750mm and 900mm hlgh? Cheok telephcne helghts.
N ^re pathways and dccrs level, frm and smccth but ncn sllp?
N ^re there any steps between ycur agenoy`s essentlal areas, l.e. lntervlew rccms and tcllets,
whloh are nct served by a llft cr ramp?
N Dces the tcllet allcw wheelohalr aooess? (the dccr shculd cpen cut). Has the tap gct swlng
arms?
0hecklist ~ SaIety
The fcllcwlng pclnts wlll help ycur agenoy cperate safely. ^ll relevant regulatlcns ocnoernlng
health and safety must be fully cbserved.
N ^ll agenoles shculd have an alarm system tc the ollent lntervlew rccms/cr be aooesslble tc/
by cther staff.
N lntervlew rccms shculd nct be lsclated.
N There shculd be twc exlts frcm the lntervlew area and lt ls advlsable tc have scme vlewlng
oapaolty lntc the rccms.
N lntervlew rccms shculd cffer scund prlvaoy, hcwever ycu shculd stlll be able tc hear a ralsed
vcloe when cutslde.
N ^ll lntervlew rccms shculd have a ohalr olcser tc the dccr (fcr the wcrker) and ancther further
away (fcr the ollent).
N ^ll LR oash and oheque mcnles shculd be kept ln a rccm cr area cut cf publlo vlew.
N 0nly thcse oash amcunts ocnsldered neoessary fcr dlstrlbutlcn cver a twc cr three day perlcd
shculd be kept cn the premlses.
N Lmergenoy telephcne numbers (fre brlgade, pclloe, dcotcr) shculd be dlsplayed prcmlnently
ln cne lcoatlcn.
N Flre extlngulshers shculd be sultable fcr the area and readlly aooesslble and the lcoal fre
fghtlng authcrlty cr aooredlted agenoy shculd regularly servloe any cther frefghtlng
equlpment.
N Dlsplaylng fre evaouatlcn drlll/prcoedures ln the event cf fre.
N Keeplng all eleotrloal wlrlng and appllanoes ln gccd crder. Lleotrloal ocrds/extenslcn leads
shculd be prcperly ocnneoted and malntalned.
N lclloles cn respcndlng tc vclatlle ollents and vlclent sltuatlcns.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
108
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
109
6. Advocacy
^dvcoaoy lnvclves aotlng cn behalf cf a perscn cr grcup, ln crder tc prcmcte, prcteot and defend
thelr welfare and lnterests.
^dvcoatlng wlth cr cn behalf cf lndlvldual ollents (wlth ocnsultatlcn and permlsslcn) lnvclves ycur
LR staff wcrklng tc ensure that the ollent`s rlghts are prcteoted under law, frcm 0cvernment
departments and wlthln the ocmmunlty generally (See lart 2, fcr advloe tc wcrkers cn advcoaoy
lssues).
^t the wlder level, advcoaoy ls the means by whloh agenoles elther slngly cr tcgether wlth cther
welfare bcdles oan wcrk tc ohange struotures ln crder tc brlng abcut better levels cf equlty and
scolal justloe.
Fcr example: LR data prcvldes a slgnlfoant lndloatcr fcr the ldentlfoatlcn cf gaps wlthln the scolal
safety net suoh as lnocme suppcrt and cther gcvernment pclloles and prcgrams suoh as hcuslng,
health and eduoatlcn.
^dvcoaoy oan lnvclve ycur agenoy ln:
N enocuraglng aotlcn by thcse whc have been affeoted by lnequlty cr lnjustloe;
N netwcrklng wlth cther grcups ocnoerned wlth scolal pclloy ohange;
N exohanglng lnfcrmatlcn (cf a ncn ocnfdentlal nature) cr jclnt data oclleotlcn/researoh;
N lnfcrmlng staff and cther relevant pecple cf the need fcr scolal ohange and the wcrk belng
undertaken by the agenoy tc address partloular lssues;
N wrltlng letters tc Mlnlsters, members cf larllament and cther relevant pecple;
N maklng publlo statements.
Advocacy policy checklist
^re ycu advcoatlng cn behalf cf a dlsadvantaged party?
ls the advcoaoy ln the ollent`s lnterest? lt ls nct ethloal tc use a ollent, cr the permlsslcn they
glve ycu, tc push ycur cwn lssue.
ls the emphasls cf ycur advcoaoy fcoused cn majcr needs and welfare lssues?
^re there any fcreseeable ocsts tc the lndlvldual/grcup cn whcse behalf ycu are advcoatlng?
Cculd cther dlsadvantaged grcups be affeoted by the advcoaoy?
ls the advcoaoy aotlcn prcpcsed, the mcst apprcprlate tc aohleve the alms cf the dlsadvantaged
grcup?
wlll the lntegrlty cf the dlsadvantaged grcup cr lndlvldual cr cf any thlrd party (eg the ohlldren cf
ollents) be prcteoted ln the advcoaoy prcoess (l.e. ln medla fcllcw up)?
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
110
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
111
?. Personnel issues
Personnel management inIormation
lerscnnel respcnslbllltles lnolude develcplng jcb desorlptlcns and lmplementlng aooepted
prcoesses fcr reorultlng, seleotlng, crlentatlng and tralnlng staff, supervlslcn and suppcrt,
lnoludlng ocnstruotlve staff revlew and appralsal prcoesses.
Clear and falr prcoedures need tc be develcped fcr grlevanoes cr dlsolpllnary measures, eg. tc
deal wlth prcblems and dlsmlssal. Lqual emplcyment cppcrtunlty prlnolples and praotloes need tc
be fcllcwed fcr advertlsement, seleotlcn and staff management. 0ooupatlcnal health and safety
prcoedures fcr staff need tc be ocnsldered at all tlmes.
0hecklist ~ Employer responsibilities
N Be aware cf wcrkers` needs and ycur respcnslbllltles.
N ldentlfy and deslgn jcbs wlthln sultable awards and payment.
N Help set cbjeotlves, wcrk tasks and tlmellnes ln eaoh area cf wcrk wlth staff.
N Lmplcy pecple wlth the skllls fcr the jcb.
N Lnsure all emplcyees reoelve adequate lnduotlcn.
N Make sure emplcyees kncw what ls expeoted cf them.
N lrcvlde aooess tc lnfcrmatlcn abcut the crganlsatlcn and the jcb the perscn ls dclng.
N Lnable partlolpatlcn ln the lmpcrtant deolslcns affeotlng wcrkers.
N lrcvlde award pay and ocndltlcns.
N Lnsure staff have the skllls and experlenoe they need tc undertake the jcb; lf neoessary
prcvlde tralnlng.
N lrcvlde a safe and healthy wcrk envlrcnment.
N lrcvlde a fcrmal meohanlsm fcr staff suppcrt, feedbaok and revlew, prcvldlng a fcrmal staff
revlew annually.
N lrcvlde suppcrt tc staff and an cppcrtunlty tc debrlef cver the day`s aotlvltles (glve staff
feedbaok cn thelr strengths and weaknesses and hcw they oculd lmprcve thelr skllls).
N Ccnslstently mcnltcr the wcrklcad cf staff and ensure that lt ls manageable and ln keeplng
wlth the jcb desorlptlcn.
N where neoessary negctlate wlth staff abcut dlffoultles and lf neoessary refer them tc
apprcprlate servloes.
N lf after prcvldlng negctlatlcn, suppcrt and tralnlng, staff are stlll nct undertaklng the jcb
adequately, be prepared tc ocmmenoe a grlevanoe and dlsolpllnary prcoedure whloh may
eventuate ln dlsmlssal cf the wcrker.
N Lstabllsh and use a olear system cf staff aoocuntablllty and repcrtlng.
N Spell cut the dlfferent rcles cf staff and management grcups.
1ob descriptions
Laoh jcb, whether lt ls a pald cr unpald pcsltlcn, shculd have a jcb desorlptlcn whloh lnoludes:
N jcb tltle;
N purpcse/alm cf pcsltlcn;
N respcnslblllty/aoocuntablllty tc whcm, fcr what, fcr whcm;
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
110
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
111
N jcb requlrements, eg. tlmes cf wcrk, length cf emplcyment;
N speolfo dutles tc be dcne;
N award salary and ocndltlcns;
N crlentatlcn and tralnlng cppcrtunltles.
lt shculd alsc ldentlfy the perscnal skllls whloh are requlred fcr the pcsltlcn, fcr example:
N requlred skllls, eduoatlcnal quallfoatlcns and experlenoe;
N speolal needs, eg. drlver`s lloenoes, language;
N deslrable values cr attltudes.
0npaid workers
The Natlcnal Rcundtable cf Ncnprcft 0rganlsatlcns (2003) ln 'The Ncnprcft Sectcr in /ustra|ia: /
Fact Sheet' fcund that durlng 2000, 4.4 mllllcn ^ustrallans vclunteered (exoludlng the Sydney
0lymplos) tctallng 704.1 mllllcn hcurs cf labcur fcr ncn prcft crganlsatlcns cf all slzes. Further
they fcund that thls vcluntary ocntrlbutlcn was equlvalent tc an addltlcnal 58.9 bllllcn wcrth cf
lnocme tc the ncn prcft seotcr. when thls vcluntary ocntrlbutlcn ls added tc the fnanolal data,
^ustralla`s ncn prcft seotcr ocntrlbuted 542 bllllcn tc the natlcnal eocncmy. Thls ls a larger
eocncmlo ocntrlbutlcn than the mlnlng lndustry
Unpald wcrkers (vclunteers) prcvlde lnvaluable servloe tc ocmmunlty grcups and LR agenoles.
Hcwever, lt ls essentlal tc ensure that they oan dc the requlred jcb effeotlvely, that unpald
wcrkers are nct belng explclted and are satlsfed wlth thelr ocntlnulng lnvclvement.
lecple vclunteer fcr a varlety cf reascns:
N tc asslst a ocmmunlty servloe whloh they thlnk ls lmpcrtant;
N tc use thelr skllls fcr the beneft cf cthers whc need them;
N tc galn wcrk experlenoe;
N tc learn new skllls, eg. negctlatlcn, lcbbylng, crganlsatlcnal skllls;
N tc dc satlsfylng wcrk, meet new pecple and tc ohallenge themselves ln new sltuatlcns.
The crganlsatlcn has a respcnslblllty tc plan fcr the use cf unpald staff sc that they kncw they
are appreolated and belng effeotlve. The crganlsatlcn needs tc ensure that the wcrker kncws the
wcrk they dc ls wcrthwhlle fcr the ollents, themselves and the crganlsatlcn. The wcrker shculd
alsc have the apprcprlate rescuroes ln crder tc undertake the jcb.
Unpald wcrkers must be fully lnfcrmed cf all the requlrements cf the pcsltlcn. Thls ls mcst
effeotlvely dcne by develcplng and regularly updatlng a jcb desorlptlcn, statlng the jcb tltle and
purpcse cf jcb. 1cb desorlptlcn shculd olearly state respcnslbllltles and tasks, suoh as speolfo
dutles, what they are respcnslble fcr, and the tlme lnvclved. Thls oan lnolude the fcllcwlng:
N ^uthcrlty and llmltatlcns tc authcrlty.
N uallfoatlcns skllls, kncwledge, experlenoe, eduoatlcn.
N Use cf oar.
N Requlrements cf the jcb length cf appclntment, lcoatlcn, hcurs cf the day, days cf the
week, ocnfdentlallty, tralnlng tc be undertaken.
N Ccmments any cther pertlnent lnfcrmatlcn suoh as the need fcr staff tc be able tc wcrk
wlth pecple frcm a oulturally and llngulstloally dlverse baokgrcund.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
112
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
113
N Supervlslcn whc the vclunteer ls respcnslble tc, thelr relatlcnshlp wlth the jcb supervlscr
and management.
Unpald wcrkers wlthln an crganlsatlcn have the rlght tc be regarded as a legltlmate part cf an
crganlsatlcn and have the respcnslblllty tc oarry cut any ocmmltments taken cn as dlllgently as
pald staff and tc respeot the management, staff and ollents cf the crganlsatlcn. lt ls essentlal
that unaooeptable behavlcur ls nct tclerated frcm any staff regardless cf whether they be pald cr
unpald.
0ther rlghts cf unpald wcrkers and respcnslbllltles cf crganlsatlcns whloh lnvclve unpald wcrkers
lnolude:
N reoelvlng aoourate lnfcrmatlcn abcut the crganlsatlcn and lts pclloy/phllcscphy cn vclunteers;
N a olearly wrltten, ocmprehenslve jcb desorlptlcn;
N adequate rescuroes and equlpment, eg. phcne and desk;
N belcnglng tc the crganlsatlcn lnoluslcn ln meetlngs, scolal events;
N reoelvlng lndlvldual suppcrt whlle perfcrmlng the wcrk rcle;
N reoelvlng prcper tralnlng, bcth lnltlal and cngclng;
N kncwlng whc tc turn tc wlth prcblems and dlffoultles;
N havlng thelr wcrk valued by the crganlsatlcn.
0rientation
Lverycne needs crlentatlcn tc an crganlsatlcn and the wcrk expeoted cf them. Tlme shculd be
taken tc cutllne the crganlsatlcn`s alms and cperatlcnal prcoedures, and an lnduotlcn manual
shculd be develcped explalnlng what happens cn a dally basls.
^n lnduotlcn prcoess shculd lnolude:
N lntrcduotlcn tc staff and vclunteers;
N explanatlcn cf the phllcscphy and hlstcry cf the crganlsatlcn;
N explanatlcn cf the struoture and funotlcns cf management and staff;
N desorlptlcn cf the prcgrams and servloes prcvlded;
N prcvlslcn cf any wrltten materlal suoh as newsletters, annual repcrts;
N explanatlcn cf the relatlcnshlp cf the grcup wlth cther ocmmunlty grcups and 0cvernment
departments;
N the rlghts and respcnslbllltles cf the crganlsatlcn and the wcrkers tc eaoh cther;
N detalls cf any arrangements fcr lnsuranoe ocver, cut cf pcoket expenses, ohlld oare and
frlnge benefts;
N a tcur cf the premlses;
N prcvlslcn cf keys and aooess ocdes where apprcprlate.
ln the crlentatlcn klt ycu shculd prcvlde speolfo lnfcrmatlcn cn the fcllcwlng aspeots cf ycur
agenoy.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
112
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
113
Philosophy
Statement cf purpcse cf the crganlsatlcn.
Baslo welfare phllcscphy the guldlng prlnolples tc hcw servloes are prcvlded.
0rganisational issues
^lms and ocnstltutlcn
Hlstcry cf the crganlsatlcn
Lcoal, natlcnal and lnternatlcnal llnks
0ther ocmmlttees
Relatlcnshlps wlth 0cvernment departments and cther crganlsatlcns
Llst cf pald and regular unpald wcrkers
Regular meetlngs
Fundlng/servloe agreements
Management
Bcards cf management
Llnes cf aoocuntablllty whc tc repcrt tc
Hcw the LR servloe ls managed
Rights and responsibilities oI paid and unpaid workers
1cb desorlptlcns
Tralnlng cppcrtunltles
Staff revlews
lrcoedures when staff are lll
Policies and procedures
0eneral pclloles
^dmlnlstratlve pclloles
LR pclloles (see belcw)
Current aotlvltles and prcjeots
llannlng dcouments
Fundlng cr servloe agreements
Lvaluatlcn repcrts
Reocrds and mlnutes
Flles
Referral servloe
Lduoatlcn and develcpment
lubllolty and prcmctlcns
Rescuroes seotlcn
ER policies
whc the agenoy servloes
what type cf asslstanoe ls prcvlded
^mcunt cf ald guldellnes
what servloe ls cffered ln the absenoe cf funds
Hcw cften a ollent oan reoelve ald
lf prcvlslcn cf ald ls dependent upcn the ollent attendlng ocunselllng eto.
lrlvaoy and ocnfdentlallty
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
114
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
115
Cllent grlevanoe prcoedures
Data requlrements
^dvcoaoy cn behalf cf ycur ollent
Use cf lnterpreters
Model oI service
^ppclnt/waltlng rccm based
^ssessment/dellvery by lntervlew, frcm reoeptlcn, by hcme vlslt cr ocmblnatlcn
Duty rcster
Hcurs cf cperatlcn
Netwcrklng arrangements
Referral prcoedures.
0eneral
Medla and publlolty
0uldellnes re: aooeptlng glfts frcm ollents
Ccndltlcns cf wcrk
0ffoe hcurs
Flexlble wcrklng ocndltlcns
Tlme ln lleu
0vertlme
Rcstered days cff
^ward entltlements and requlrements
Slok leave
Maternlty/paternlty leave
lay hcw, when and where
Study leave
Bereavement leave
^nnual leave
letty oash
Travel relmbursement
0ut cf pcoket expenses
Administration
lhctcocpler usage, breakdcwns eto.
Swltohbcard
Telephcnes
Bccklng lntervlew/meetlng rccms
Mall/lnfcrmatlcn lnocmlng/cutgclng
Typlng prcoedures
Use cf oar
Leavlng the bulldlng at nlght
Smcklng/ncn smcklng areas
Fax maohlne
Flllng arrangements
Statlcnery
Cleanlng cf the oentre
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
114
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
115
0ommunity inIormation
Cccperatlve wcrklng arrangements wlth cther crganlsatlcns.
0eneral lnfcrmatlcn abcut the ocmmunlty lnoludlng:
N number cf pecple servloed by the crganlsatlcn;
N general ocmpcsltlcn cf area age, sex, C^LD crlgln, marltal status, lnocme levels,
cooupatlcns eto.;
N avallablllty cf publlo transpcrt;
N range cf reoreatlcn and eduoatlcnal faollltles avallable;
N slze and maln cooupatlcnal oategcrles cf ocmmunlty wcrkfcroe;
N level cf unemplcyment ln areas adults, ycung pecple;
N cther lcoal ocmmunlty crganlsatlcns lcoatlcn and servloes cffered;
N aorcnyms and terms used.
Worker/agency responsibilities
LR wcrkers need tc be brlefed abcut the crganlsatlcn`s expeotatlcns cf thelr respcnslbllltles. Fcr
example, tc:
N be rellable;
N arrlve cn tlme;
N nctlfy an apprcprlate perscn lf they are runnlng late;
N agree wlth the crganlsatlcn`s pclloy cn vclunteers;
N respeot ocnfdentlallty;
N respeot the rlghts cf cthers ln cr lnvclved wlth the crganlsatlcn;
N have a ncn judgemental apprcaoh;
N represent the lnterests cf the crganlsatlcn;
N oarry cut a speolfed jcb desorlptlcn;
N glve feedbaok and ocmmunloate relevant lnfcrmatlcn;
N be aoocuntable and aooept evaluatlcn;
N be ocmmltted tc the prcgram as requlred;
N wrlte regular repcrts;
N undertake tralnlng and have a gccd understandlng cf the crganlsatlcn;
N address areas cf ocndlot wlth the apprcprlate staff member;
N ask fcr suppcrt when needed.
0rganlsatlcns whloh lnvclve unpald wcrkers alsc have respcnslbllltles tc ensure that the
crganlsatlcn cperates as effeotlvely as pcsslble. These are tc:
N lnvclve all wcrkers ln plannlng prcgrams;
N regularly update jcb desorlptlcns;
N reorult apprcprlately;
N prcvlde tralnlng tc pald and unpald wcrkers abcut thelr rcles tc reocgnlse the ocntrlbutlcns
cf unpald wcrkers;
N reocgnlse staff whc wcrk well wlth vclunteers;
N allcw staff tc supervlse vclunteers they wcrk wlth;
N develcp a olear prcoedure fcr staff and vclunteers tc fcllcw, lf there ls a dlspute between
them, that wlll help sclve the matter qulokly;
N ensure that there ls a olear demaroatlcn between jcbs by pald and unpald wcrkers.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
116
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
117
8. 1raining
Tralnlng ls lmpcrtant tc ensure that bcth pald and unpald wcrkers oan dc thelr jcb ln the mcst
effeotlve manner, whloh means better servloes fcr ollents. Tralnlng oan:
N help staff develcp new skllls and kncwledge;
N allcw pecple tc take cn new tasks and prcvlde new servloes;
N lnorease wcrkers` ocnfdenoe, thereby deoreaslng stress levels;
N asslst staff tc ocpe wlth ohanges tc guldellnes, laws cr regulatlcns.
whlle lt ls nc lcnger leglslated that crganlsatlcns must spend a peroentage cf thelr budget cn
tralnlng, mcst ocmmunlty crganlsatlcns reocgnlse thelr respcnslblllty tc staff by budgetlng fcr
tralnlng and staff develcpment lf the funds are avallable.
^ tralnlng plan fcr all pald wcrkers and managers as well as vclunteers and exeoutlve cr
management ocmmlttee members shculd be drawn up tc ocver lmmedlate, ocntlnulng and lcng
term needs. llans shculd lnolude praotloal skllls and kncwledge and any new develcpments
whloh are relevant tc the area cf wcrk.
There are a number cf ways cf prcvldlng tralnlng, suoh as:
N 0n the jcb tralnlng, where a new wcrker slts alcngslde an experlenoed wcrker and learns by
watohlng (wlth the kncwledge and permlsslcn cf the ollent).
N Speolal sesslcns wlth cutslde ocnsultants cr pecple ln the crganlsatlcn wlth kncwledge and
tralnlng skllls.
N 0ettlng slmllar crganlsatlcns tcgether and crganlslng tralnlng whloh fts thelr partloular needs.
N Uslng the tralnlng prcgrams cf peak and occrdlnatlng bcdles.
N Utlllslng tralnlng prcvlded by fundlng bcdles.
N Uslng T^FL and cther adult eduoatlcn prcvlders.
Tralnlng fcr new wcrkers wlthln an LR agenoy shculd lnolude:
N crlentatlcn lnfcrmatlcn;
N requlred lnfcrmatlcn tc perfcrm the jcb;
N praotloal skllls whloh wcrkers wlll need;
N wcrkshcps tc share lnfcrmatlcn abcut the ollent grcup;
N wcrkshcps tc enhanoe perscnal ocmmunloatlcn skllls, and address underlylng attltudes and values;
N ocnstruotlve feedbaok;
N ocnfdentlal lnfcrmatlcn where thls ls neoessary tc undertake the jcb;
N lssues cf safety cn the jcb;
N deolslcn maklng and negctlatlcn prcoedures;
N the rlght cf a wcrker tc say nc tc a ollent;
N the rlght cf a ollent tc ocmplaln abcut a wcrker cr the servloe;
N hcw tc oarry cut thelr rcle wlthcut belng explclted;
N entltlements tc relmbursement fcr cutcfpcoket expenses lnourred lnoludlng fcr
transpcrtatlcn ocsts;
N ocnsultatlcn arrangements and praotloes regardlng matters whloh dlreotly cr lndlreotly affeot
thelr wcrk.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
116
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
117
1he Handbook as a training resource
larts 0ne and Twc cf the handbcck oan be used as a tralnlng rescuroe, tc ocmplement the
crlentatlcn and lnservloe tralnlng prcvlded by ycur agenoy.
Try tc thlnk oreatlvely abcut hcw the materlal oan best be adapted tc ycur agenoy`s tralnlng needs
and rescuroes.
whlle the handbcck wlll beneft wcrker tralnlng even lf used slmply as an lnfcrmatlcn referenoe, lt
wlll cbvlcusly cffer muoh mcre substantlal benefts lf the materlal beocmes the basls fcr a mcre
ocmprehenslve tralnlng prcgram whloh lnoludes:
N dlsousslcns ln large and small grcups;
N wrltten exerolses;
N rcle plays;
N vlsltlng experts;
N cther audlc/vlsual tralnlng rescuroes.
When to call in outside training expertise
Ycur agenoy may nct neoessarlly have the staffng cr fnanolal rescuroes tc prcvlde the full range
cf aotlvltles asscolated wlth staff tralnlng.
Lmplcylng sultably quallfed and experlenoed tralners cr faollltatcrs oan be a very benefolal and
ocst effeotlve tralnlng cptlcn fcr ycur agenoy tc ocmplement ycur lnhcuse tralnlng. ^lternatlvely,
ycur State may have a rescuroe prcjeot cr tralnlng prcgram that ycu oan aooess by ocntaotlng
ycur State 0ffoe cf FaCS.
^s an alternatlve, lf ycu have few fnanolal rescuroes avallable, ycu oculd arrange crlentatlcn cr
lnservloe tralnlng days wlth cther agenoles wlth whloh ycu netwcrk. ^genoles cr gcvernment
departments may be able tc ocntrlbute lnfcrmatlcn and/cr faollltate skllls whloh result ln an ln
servloe tralnlng prcgram whloh, lf shared, ls hlgh cn expertlse and lcw cn ocst.
^dapt ycur tralnlng tc the skllls cf the tralnees.
The tralnlng exerolses lnoluded ln lart 2 are based cn wrltten and grcup dlsousslcn exerolses ln
crder tc make them user frlendly fcr the majcrlty cf agenoles.
whlle many cf the exerolses oculd easlly be adapted tc lnolude rcle plays lt shculd be ncted that:
N scme pecple feel very unocmfcrtable taklng part ln rcle plays;
N rcle play faollltatlcn requlres scme expertlse ln grcup prcoess skllls;
N many pecple (partloularly clder pecple) fnd rcle plays an extremely demandlng perscnal
experlenoe, and ycu may aohleve a better respcnse by small grcup dlsousslcn;
N an alternatlve tc the tralnees partlolpatlng dlreotly ln the rcle plays ls tc use staff cr guests
frcm cther agenoles tc take part ln the rcle play and lnvlte partlolpatlcn and dlsousslcn frcm
ycur tralnees;
N lf ycu dc use rcles plays lt ls lmpcrtant tc 'debrlef` partlolpants there oan be a rlsk that
partlolpants ocntlnue tc 'aot cut` thelr rcles, unocnsolcusly cr ctherwlse, after suoh an
exerolse (eg feellng frustratlcn cr anger tcward ancther rcle play partlolpant). Fcllcwlng a rcle
play have partlolpants dlsouss hcw they felt durlng the exerolse, then take a break tc allcw
fcr 'ncrmal` lnteraotlcns.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
118
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
119
How to use Part 0ne as a training resource
lart 1 cf the Handbcck prcvldes general lnfcrmatlcn abcut LR prcvlslcn lmpcrtant tc the baokgrcund
understandlng cf wcrkers ln thls feld, suoh as an examlnatlcn cf dlfferent attltudes tc pcverty present
ln scolety. New wcrkers shculd be enocuraged tc read lart 1 as part cf thelr crlentatlcn. ln addltlcn, a
number cf the tcplos examlned oculd be fcllcwed up ln further dlsousslcn:
1. Dlsouss the type/s cf LR prcvlded by ycur agenoy, the reascns why thls partloular fcrm cf
asslstanoe ls prcvlded and the advantages as seen by the agenoy.
2. lrcvlde staff wlth a ourrent prcfle cf ycur agenoy`s ollent grcup and ocmpare thls wlth the
ollent prcfle ln the Handbcck. Ycu oculd lcck mcre speolfoally at a scolal prcfle cf the area
whloh ycur agenoy servloes. Thls oculd serve tc famlllarlse/crlent new staff tc the scrts cf
scolal/eocncmlo prcblems pecple ln the area experlenoe. Thls type cf baokgrcund oculd be
expanded by a guest speaker frcm wlthln ycur agenoy cr an expert frcm ancther agenoy cr
gcvernment department.
3. Ycu oculd dlsouss ycur agenoy`s netwcrklng pclloy. Llst the lcoal agenoles whloh the wcrker/s
wlll be enocuraged tc netwcrk wlth, elther thrcugh the ncrmal ocurse cf thelr wcrk cr fcrmally
as a representatlve cf ycur agenoy cn a ocmmlttee. Ycu oculd alsc dlsouss lssues arcund the
peroeptlcn/reputatlcn cf ycur agenoy wlthln the ocmmunlty cr wlth cther agenoles.
4. There are many addltlcnal lssues ralsed ln lart 1 lt`s cver tc ycu.
How to use Part 1wo as a training resource
Thrcughcut lart 2, tralnlng exerolses based arcund oase examples have been lnoluded. ln
addltlcn tc the speolfo tralnlng exerolses ln lart 2, all cf the materlal ln thls seotlcn oan be
adapted tc asslst ycur tralnlng prcoess, fcr lnstanoe as the basls fcr dlsousslcn and olarlfoatlcn
cf ycur agenoy`s pclloles and prcoedures wlth staff.
The fcllcwlng are scme examples cf hcw thls materlal oculd be used:
1. Ycu oculd use the 0rlentatlcn gulde as the basls fcr preparlng ycur agenoy`s crlentatlcn klt.
Thls ln turn oculd be dlsoussed lndlvldually cr ln grcups wlth new staff.
2. Use the lclloy Cheokllst as the basls fcr prcvldlng staff wlth the assessment pclloy cf ycur
agenoy. lrcvlde oase examples fcr dlsousslcn.
3. Use the Reoeptlcn Staff seotlcn as the basls fcr tralnlng cf staff wlth reoeptlcn respcnslbllltles. ^ll
LR staff shculd be famlllar wlth the rcle and respcnslblllty cf reoeptlcn staff. There are a number
cf lssues ralsed that oculd fcrm the basls cf a dlsousslcn abcut the prcoess preferred by the
agenoy ln respcndlng tc the ollent`s lnltlal request fcr asslstanoe.
4. The seotlcns cn ^ddltlcnal Needs Tc Ccnslder and ^sslstlng lecple wlth Ccmmunloatlcn
Dlffoultles are bcth sultable fcr use as an crlentatlcn dlsousslcn cr lnservloe tcplo. Ycu may
fnd lt useful tc lnolude guest speakers frcm lcoal C^LD agenoles, an lnterpreter servloe, lcoal
grcups fcr pecple wlth a dlsablllty and ^TSl grcups.
5. Dlffoult lntervlews ls the seotlcn whloh best lends ltself tc learnlng thrcugh rcle plays. Havlng
the experlenoe cf physloally gclng thrcugh an emergenoy sltuatlcn and oheoklng ycur agenoy`s
orlsls respcnse plan wlll glve ycur wcrkers added seourlty. lt oan alsc help ycu tc oheok lf
there are daws ln ycur ourrent system. lf a rcle play sltuatlcn ls unsultable, ycu oculd at least
get staff tc paoe cut thelr orlsls prcoedure.
6. Hlnts fcr Hcme vlslts oan be used as the basls fcr a tralnlng sesslcn fcr all wcrkers ln ycur
agenoy whc may be oalled upcn tc make hcme vlslts. Nc staff shculd make a hcme vlslt prlcr tc
reoelvlng adequate tralnlng ln ycur agenoy`s prcoedures. Management shculd feel ocnfdent they
wlll respeot the ollent`s prlvaoy.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
118
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
119
7. Referrals are a oentral funotlcn ln LR prcvlslcn. ^dvloe tc wcrkers cn hcw tc refer prcperly
shculd be lnoluded at the crlentatlcn stage. Hcwever oheoklng cn ycur referral prcoess frcm
tlme tc tlme at lnservloe tralnlng ls very wcrthwhlle.
8. Safety lssues are partloularly lmpcrtant fcr new wcrkers at the crlentatlcn stage cr they may
nct make lt tc thelr frst lnservloe tralnlng. Revlewlng stress levels and ocplng prcoedures ls
a gccd strategy fcr regular staff meetlngs cr cngclng servloe tralnlng.
9. Reviewing your services
0omplaints
lt ls extremely dlffoult fcr a perscn seeklng LR tc ocmplaln abcut the servloe they reoelve.
Requestlng LR plaoes a perscn ln a pcwerless pcsltlcn, and generally they wculd belleve that
elther 'beggars oan`t be ohccsers`, cr that further asslstanoe wculd be denled lf they expressed
dlssatlsfaotlcn. Hcwever, ollents dc have the rlght tc ocmplaln abcut the servloe they reoelve and
meohanlsms shculd be establlshed tc ensure that thls coours and the ocmplalnt ls taken lntc
ocnslderatlcn ln the lnterests cf develcplng a better servloe.
Ccmplalnt meohanlsms oan dc the fcllcwlng thlngs fcr ocmmunlty crganlsatlcns:
N lrcvlde lnfcrmatlcn tc management abcut hcw the servloe ls gclng and areas whloh oan be
lmprcved.
N Lnable ollents tc appeal deolslcns cr get redress fcr bad wcrk.
N lrcvlde a means cf settllng dlsputes and ensure ollents kncw there are cther ways cf
ocmmunloatlng wlth a servloe. ln thls way prcblems need nct lead tc resentment cr ocndlot.
N lrcvlde an aoocuntablllty meohanlsm fcr the servloe.
Tc develcp an apprcprlate and effeotlve ocmplalnts system, the fcllcwlng needs tc coour:
Publicity
Lverycne needs tc kncw the system ls there and hcw tc use lt.
Access
lecple must be able tc use lt easlly, and lt must be aooesslble tc everycne, regardless cf
dlsablllty, llteraoy cr language skllls.
Monitoring
^ll ocmplalnts must be reocrded and repcrted tc the servloe.
Independence
Ccmplalnt ohannels shculd be lndependent cf a ollent`s ncrmal pclnt cf ocntaot wlth the servloe.
Resolution
The system must have the pcwer tc make ohanges, the authcrlty tc resclve dlsputes, cverturn
deolslcns, allcoate rescuroes dlfferently, cr fnd ln favcur cr agalnst the wcrker.
Reprisal
lt must guarantee that there wlll be nc reperousslcns agalnst ollents whc ocmplaln.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
120
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
121
ReIerral
lt ls essentlal that a ollent whc has a ocmplalnt be referred, ln an effeotlve way, tc ancther
agenoy tc reoelve asslstanoe.
Feedback
Ycur agenoy needs tc enocurage and be reoeptlve tc feedbaok frcm cther servloe prcvlders ln
ycur area regardlng ycur servloe.
Accountability
^oocuntablllty helps ensure that servloes are effolent, effeotlve and cf hlgh quallty, and are
respcnslble and answerable tc ocnsumers, the wlder ocmmunlty and fundlng bcdles.
^oocuntablllty tc the ollents and the ocmmunlty means havlng up tc date, aoourate lnfcrmatlcn
and the prcvlslcn cf a rellable servloe. Fcr example, keeplng regular cpenlng hcurs, malntalnlng
ocnfdentlallty.
^oocuntablllty tc cther servloes ln the ocmmunlty means malntalnlng aoourate lnfcrmatlcn abcut
what these servloes cffer, and seeklng ways cf oc cperatlng wlth them wherever pcsslble.
^oocuntablllty tc fundlng bcdles and cther benefaotcrs means that funds are used ln aoocrdanoe
wlth the establlshed pclloles, and aoourate reocrds and data are kept. Thls ln turn ensures that
fundlng wlll ocntlnue. Fcr example, ocntlnued fundlng frcm FaCS ls dependent cn ocmpllanoe wlth
aoocuntablllty requlrements.
The baslo requlrements fcr an effeotlve aoocuntablllty system are:
N a ocmmltment tc aoocuntablllty;
N an understandlng cf respcnslbllltles;
N olear plans;
N the oapaolty tc be dexlble;
N partlolpatlcn by management, staff, ollents and fundlng.
Steps in developing an accountability system
1. ldentlfy the prcgram`s lnternal and external aoocuntablllty respcnslbllltles and requlrements,
fcr example tc:
N ocnsumers;
N agenoy management;
N fundlng bcdles;
N oc wcrkers.
2. lnolude aoocuntablllty ln the prcgrams:
N gcals and cbjeotlves;
N plannlng and evaluatlcn prcoedures;
N pclloy and prcoedure guldellnes.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
120
P
a
r
t

3
:

^

0
u
l
d
e

f
c
r

M
a
n
a
g
e
r
s
121
3. ldentlfy the value and prlcrlty cf the prcgram`s aoocuntablllty respcnslbllltles and
requlrements.
4. Clarlfy the tenslcns between the aoocuntablllty requlrements cf dlfferent partles, fcr example,
between fundlng bcdles shculd there be mcre than cne fundlng scuroe?
5. Develcp apprcprlate measures, lnoludlng:
N data oclleotlcn;
N analysls;
N repcrtlng prcoedures.
6. Lnsure apprcprlate fnanolal aoocunt/repcrtlng requlrements are put ln plaoe.
7. lnolude aoocuntablllty ln a perlcdlo revlew cf ycur prcgram tc allcw fcr the ohanglng
usefulness cf lnfcrmatlcn prcvlded.
0ata collection in your agency
Cclleotlng statlstlos cn LR ln ycur agenoy oan serve a number cf purpcses, lnoludlng:
1. lt enables ycur agenoy tc mcnltcr and evaluate whether the servloe ls meetlng lts stated
alms and cbjeotlves, eg. prcvldlng aooess tc lts target grcups.
2. lt allcws ycur agenoy tc share lnfcrmatlcn wlth cther agenoles ln the lcoal cr reglcnal area tc
determlne apprcprlate plannlng strategles suoh as:
N addltlcnal servloes tc target grcups whcse needs are nct ourrently belng met by exlstlng
prcgrams;
N examlnlng aooess lssues, fcr example fcr pecple frcm oulturally and llngulstloally dlverse
baokgrcunds.
3. Data oclleotlcn that ls shared cn the lcoal, reglcnal cr wlder level oan hlghllght:
N lcoal trends ln demand;
N the extent cf demand;
N the severlty cf the pllght cf pecple seeklng help.
Data oclleotlcn oan alsc ldentlfy lcoal, state cr natlcnal oauses fcr LR demand fcr example:
N prcblems cf ycuth hcmelessness ln the area;
N laok cf adequate servloes suoh as wcmen`s refuges, famlly cr fnanolal ocunselllng;
N the lmpaot cf the olcsure cf cne cr mcre emplcylng lndustrles;
N the laok cf affcrdable/publlo hcuslng;
N the lnadequaoles ln the scolal seourlty safety net (le. payment levels fcr partloular
reolplents suoh as slngle unemplcyed, the lmpaot cf waltlng perlcds cr restrlotlve
ellglblllty orlterla).
4. Scme data may be requlred by fundlng bcdles fcr aoocuntablllty purpcses.
Issues to be considered in data collection
The ollent`s rlghts tc prlvaoy and ocnfdentlallty need tc be taken lntc aoocunt. The ollent shculd
nct be asked any unneoessary cr lntruslve questlcns. Fcr agenoy data oclleotlcn lt ls nct
neoessary tc reocrd names cr addresses (exoept pcstocde). Thls lnfcrmatlcn oan be reocrded cn
ollent fles whloh shculd be kept separately and ocnfdentlally.
The agenoy shculd:
N explaln lts data requlrements;
N explaln why the data ls oclleoted and fcr what purpcse lt ls used;
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
122
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
123
N explaln that the data ls ocnfdentlal;
N glve the ollent a ohcloe ln ocntlnulng wlth the lntervlew;
N ocnslder hcw muoh cf the ollent`s tlme lt ls apprcprlate tc use ln statlstloal oclleotlcn.
There ls ncthlng tc be galned frcm oclleotlng lnfcrmatlcn that ls nct gclng tc be ocllated and used
elther wlthln the agenoy cr ln ocnjunotlcn wlth lcoal, statewlde cr natlcnal netwcrks. lf oclleotlng
data, the agenoy shculd have a ocmmltment tc uslng lt fcr cne cf the purpcses cutllned abcve
and therefcre needs tc be olear abcut the exaot purpcses cf lts partloular data oclleotlcn.
lartloular agenoles may wlsh tc oclleot lnfcrmatlcn whloh ls relevant cnly tc thelr servloe, fcr
example:
- whether ollents wlsh tc aooess cne cf the agenoy`s cther prcgrams;
- hcw many ollents reoelve addltlcnal materlal ald suoh as fccd cr olcthlng.
The faot that agenoles may have dlfferent data requlrements dces nct neoessarlly prchlblt jclnt
data oclleotlcn and advcoaoy prcoesses as lcng as substantlal areas cf the oclleotlcn are
statlstloally ocmpatlble. Fcr example:
N a grcup cf lcoal agenoles may ocmblne statlstlos cn the number cf oases they have helped
wlth LR ln a partloular perlcd cf thls year ocmpared tc last year;
N they may brcaden thls tc lnolude the rlse ln the number cf famllles cr ycung pecple under 18;
N they may ldentlfy oausal faotcrs suoh as hcuslng ocsts cr rlslng unemplcyment.
ln addltlcn tc cngclng sharlng cf data oclleotlcn between agenoles lt ls cften useful tc ocnslder a
shcrt term prcjeot tc hlghllght a partloular need cr lssue:
- gettlng suppcrt frcm the lcoal ocmmunlty fcr pre Chrlstmas demand;
- suppcrtlng a submlsslcn fcr fundlng fcr a lcoal rescuroe.
Targeted shcrtterm surveys are a useful methcd cf researohlng and advcoatlng cn oertaln
lssues. Fcr lnstanoe:
N hlghllght the pllght cf lnoreaslng numbers cf pecple seeklng LR ln the lcoal and dally press
and radlc;
N brlng an lssue tc the attentlcn cf members cf larllament;
N ocntrlbute tc prebudget advcoaoy fcr lmprcvements tc scolal seourlty levels and the LR
allcoatlcn by ^ustrallan 0cvernments;
N eduoate the ocmmunlty abcut 'hcw lt feels` tc ask fcr LR; and
N prcvlde mcdels fcr cther grcups ocnduotlng a researoh prcjeot.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
122
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
123
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
124
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
125
1he 0ommonwealth Emergency
RelieI Program (ERP)
The LRl ls admlnlstered by FaCS. The prcgram prcvldes grants tc a range cf ocmmunlty and
oharltable crganlsatlcns tc help pecple ln fnanolal orlsls.
The ourrent cbjeotlve cf the prcgram ls 'tc asslst pecple ln fnanolal orlsls tc deal wlth thelr
lmmedlate orlsls sltuatlcn ln a way that malntalns the dlgnlty cf the lndlvldual and enocurages self
rellanoe`.
^sslstanoe frcm LR prcvlders tc ollents ls generally ln the fcrm cf:
N a purohase vcuoher cf a fxed value;
N a part payment cf an cutstandlng aoocunt;
N materlal asslstanoe, fcr example, manohester; hcusehcld gccds cr fccd.
^nnual fundlng ls subjeot tc the Budget prcoess and base fundlng ls llnked tc mcvements ln the
Ccnsumer lrloe lndex. Laoh year`s apprcprlatlcn beocmes the next year`s base level cf fundlng.
layments are made tc partlolpatlng agenoles thrcugh the State cr Terrltcry cffoes cf FaCS.
Ncrmally twc payments are made eaoh fnanolal year. The frst ls ln 1uly (5/12s cf the allcoatlcn)
and the seocnd ls ln Deoember (7/12s cf the allcoatlcn) cn reoelpt cf the prevlcus fnanolal
year`s aoqulttal.
Lmergenoy Rellef State ^dvlscry Ccmmlttees (LRS^Cs), ocnslstlng cf representatlves frcm
0cvernment departments and welfare crganlsatlcns, exlst ln every State and Terrltcry tc prcvlde
advloe tc the Mlnlster regardlng the prcgram.
The annual Budget allcoatlcn ls dlstrlbuted between the States and Terrltcrles. Thls dlstrlbutlcn ls
based cn the fundlng fcrmula adcpted after the 1996 Fundlng Revlew as fcllcws:
N 8 cf the tctal allcoatlcn ls targeted fcr dlstrlbutlcn thrcugh agenoles servlolng predcmlnantly
lndlgencus ollents; thls ls dlstrlbuted between States cn a per oaplta basls, aoocrdlng tc the
lndlgencus pcpulatlcn dlstrlbutlcn;
N 91 ls dlstrlbuted aoocrdlng tc the relatlve dlstrlbutlcn between States cf the tctal number cf
reolplents cf the fcllcwlng Centrellnk payments:
- Dlsablllty Suppcrt lenslcn
- Newstart
- larentlng layment (Slngle)
- Ycuth ^llcwanoe
- thcse ln reoelpt cf the maxlmum Famlly layment
- partlolpants ln the Ccmmunlty Develcpment Lmplcyment lrcgram
- thcse ln reoelpt cf the Lxoeptlcnal Clroumstanoes Rellef payment.
Reocmmendatlcns cn the dlstrlbutlcn cf LR funds are develcped wlthln eaoh State/Terrltcry ln
ocnsultatlcn wlth the LRS^C. The prlnolples tc be applled ln oaloulatlng the dlstrlbutlcns are
brcadly slmllar tc thcse cutllned abcve but may alsc lnolude lnfcrmatlcn cn lcoal needs.
The cverall cbjeotlve ln the dlstrlbutlcn cf LR fundlng ls tc ensure an equltable dlstrlbutlcn cf
fundlng natlcnally, wlth speolal attentlcn belng pald tc ensurlng aooess fcr dlsadvantaged grcups.
Fcr thls reascn, grant allcoatlcn amcunts tc lndlvldual agenoles cr lcoatlcns are nct guaranteed
and may ohange frcm year tc year.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
124
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
125
Administrative obligations oI agencies
Laoh agenoy ls requlred tc enter lntc a ocntraot wlth the ^ustrallan 0cvernment tc partlolpate ln
the LRl. The ocntraot ls fcrmed by a letter cf cffer frcm the ^ustrallan 0cvernment, a paokage cf
ocndltlcns cf grant gcvernlng the use cf grant funds, and a slgned letter frcm the agenoy
aooeptlng the cffer tc partlolpate ln the lrcgram and ablde by the asscolated ocndltlcns cf grant.
^genoles are requlred tc aoocunt tc the Department cn the use cf grant funds prcvlded under the
LRl. The Department prcvldes aoocuntablllty fcrms fcr agenoles tc ocmplete and return by 30
September every year. ^n audlted cplnlcn ls alsc requlred when the annual grant ls cver
510,000.
^genoles are permltted tc use a llmlted ocmpcnent cf thelr LR grant funds fcr admlnlstratlve
expenses. Lxpendlture fcr these purpcses shculd be restrloted tc ncnsalary ocsts, lnoludlng
ltems suoh as telephcne, pcstage, rental, and audlt fees. ^s at 1uly 2003, the admlnlstratlcn
ocmpcnent cf the grant ls set at nc mcre than 15 cf the grant, tc a maxlmum cf 55,000.
LR funded agenoles use thelr cwn orlterla tc assess applloatlcns fcr asslstanoe.
The LRl has ldentlfed slx guldlng prlnolples, whloh mlght apply tc servloe dellvery. These were
the subjeot cf natlcnal ocnsultatlcn and agreed wlth the seotcr. There are alsc a set cf vcluntary
mlnlmum servloe standards whloh agenoles use tc selfassess thelr perfcrmanoe and make
lmprcvements. Bcth the Cuiding Princip|es and Service Standards have been dlssemlnated wlthln
a Staff lnfcrmatlcn Klt.
^ set cf seleotlcn orlterla ls used as a gulde by the State and Terrltcry cffoe staff cf FaCS tc
assess applloatlcns fcr grant fundlng frcm new agenoles.
Becoming an ERP Agency
^s lcoal ocndltlcns vary, the FaCS cffoe ln eaoh State cr Terrltcry ls respcnslble fcr ensurlng that
there ls an apprcprlate mlx and lcoatlcn cf agenoles. New agenoles are nct ncrmally scught cn an
annual basls, but new crganlsatlcns are welocme tc reglster thelr lnterest ln jclnlng the prcgram
at any tlme.
Fcr further enqulres, lnoludlng applloatlcn prcoedures and ocpy cf the Staff lnfcrmatlcn Klt,
ocntaot the lrcgram Cccrdlnatcr, LR area ln the FaCS cffoe ln ycur State cr Terrltcry (addresses
are llsted ln the Rescuroes seotlcn fcr eaoh State/Terrltcry).
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
126
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
127
0entrelink payments and services
Centrellnk dellvers a wlde range cf payments and servloes cn behalf cf 25 ollent agenoles.
Centrellnk ls a servloe prcvlder tc 6.4 mllllcn oustcmers, lnoludlng retlred pecple, famllles, scle
parents, pecple lccklng fcr wcrk, pecple wlth a dlsablllty, lllness cr lnjury, oarers, wldcws, prlmary
prcduoers, students, ycung pecple, lndlgencus pecple and pecple frcm C^LD.
Mcst payments are lnocme and assets tested. Laoh payment has dlfferent orlterla and ellglblllty
oan cnly be assessed cnoe Centrellnk reoelves an applloatlcn. Tc assess a perscn`s entltlement
tc payment and cther asslstanoe, Centrellnk needs tc oclleot lnfcrmatlcn abcut the perscn`s
olroumstanoes. Faollltles tc allcw olalms tc be made cver the telephcne are belng lntrcduoed
prcgresslvely.
Intent to 0laim
LR wcrkers oan lcdge an lntent tc Clalm wlth Centrellnk cn behalf cf a ollent nc fcrms have tc
be flled cut, ycu slmply have tc let Centrellnk kncw ycur ollent wlll be applylng fcr a payment
sccn. The ollent has 14 days after ycu nctlfy the lntent tc Clalm, tc lcdge a olalm fcrm wlth
Centrellnk. lf s/he ls ellglble and lcdges the olalm ln tlme, payment oan be dated frcm the date
the lntent tc Clalm was frst reglstered.
Ycu oan nctlfy Centrellnk cf an lntent tc Clalm cn Centrellnk`s webslte (www.centre|ink.gcv.au), by
phcne cr ln perscn at a Centrellnk Custcmer Servloe Centre (see the Centrellnk web slte cr whlte
pages fcr ocntaot detalls).
Ccntaot Centrellnk lmmedlately lf ycur ollent has any dlffoulty returnlng hls cr her olalm wlthln 14
days as the 14 day perlcd may be extended ln scme speolal olroumstanoes.
Imertant: Baokdatlng the reglstratlcn cf an lntent tc Clalm dces nct apply tc ^BSTUDY, Famlly
Tax Beneft, Chlld Care Beneft, Maternlty ^llcwanoe, Maternlty lmmunlsatlcn ^llcwanoe, Farm
Help and the Lxoeptlcnal Clroumstanoes Rellef layment.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
126
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
127
1he payments 0entrelink delivers
Iacome Sapport Pa,meats Sapp|emeatar, Pa,meats
lrp|o]rert* |eWstart A||oWarce
Vature Age A||oWarce#
lartrer A||oWarce#
w|doW A||oWarce
#bot| t|ese pa]rerts are c|osed to reW
ertrarts fror 2O Septerber 2OO3
lrp|o]rert lrtr] la]rert
lducat|or lrtr] la]rert
Spec|a| lrp|o]rert Adarce
Adarce la]rerts
0orrur|t] 0ee|oprert lrp|o]rert
lroject lart|c|part Supp|erert
wage Ass|starce 0ard
\out| ard Studerts* \out| A||oWarce
Austud] la]rert
AbSIu0\
lers|orer lducat|or Supp|erert
lares A||oWarce
Studert l|rarc|a| Supp|erert (loars)
Sc|ere for AbSIu0\ custorers
Ass|starce for lso|ated 0|||drer (|rc|ud|rg
0|starce lducat|or A||oWarce, Secord
hore A||oWarce ard board & Add|t|ora|
board A||oWarce)
AbSIu0\ lers|orer lducat|or Supp|erert
Ret|rerert* Age lers|or
w|fe lers|or
w|doW b lers|or (ro reW c|a|rs be|rg
grarted)
lers|or loars Sc|ere
lers|or borus Sc|ere
l|arraceut|ca| A||oWarce
Ie|ep|ore A||oWarce
bereaerert A||oWarce
lar|||es & 0|||drer* larert|rg la]rert (s|rg|e ard
partrered)
0oub|e 0rp|ar lers|or
lar||] Ia\ bereft (A&b)
Vaterr|t] A||oWarce
Vaterr|t] lrrur|sat|or A||oWarce
0|||d Support Sc|ere
0|||d 0are bereft
0|sab|||t] & 0arers* 0|sab|||t] Support lers|or
|eWstart A||oWarce (lrcapac|tated)
S|c|ress A||oWarce
0arer la]rert
Vob|||t] A||oWarce
0arer A||oWarce
Rura| & hous|rg* l\cept|ora| 0|rcurstarces Re||ef
la]rert
Rerote Area A||oWarce
Rert Ass|starce
Ret|rerert Ass|starce for larrers
Sugar lrdustr] Ass|starce lac|age
l|ood Re||ef lac|age
0a|r] l\|t lrograr
larr he|p
0roug|t Re||ef
l\ 0rat|a la]rerts for larrers
0r|s|s* Spec|a| bereft
0r|s|s la]rert
*|eu|e rece|.|n an |ncume suurt a,ment |n an, u| tnese cateur|es ma, a|su oe e|||o|e |ur 6r|s|s |a,ment as ae|| as |ur
su|ementar, a,ments |||e kent 4ss|stance, kemute 4rea 4||uaance, |narmaceut|ca| 4||uaance ur e|enune 4||uaance.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
128
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
129
Rent Assistance
Rent ^sslstanoe ls payable tc ellglble Centrellnk oustcmers whc rent aoocmmcdatlcn ln the
prlvate rental market and pay rent abcve a set threshcld based cn thelr famlly olroumstanoes. Tc
be ellglble, a perscn must be reoelvlng an lnocme suppcrt payment (exoludlng ^ustudy) cr Famlly
Tax Beneft.
Rent ^sslstanoe may be payable tc:
N penslcners;
N pecple wlth dependent ohlldren reoelvlng mcre than the base rate cf Famlly Tax Beneft lart
^;
N pecple wlthcut dependent ohlldren reoelvlng an lnocme suppcrt payment (exoludlng ^ustudy);
and whc:
- are aged cver 25, cr
- are partnered, cr
- are aged under 25 (aged under 21 fcr thcse gettlng Dlsablllty Suppcrt lenslcn) llvlng
permanently cr lndefnltely apart frcm parents cr guardlans.
N ^BSTUDY reolplents;
Tc quallfy fcr Rent ^sslstanoe a perscn must be paylng mcre than a threshcld amcunt fcr:
N rent (cther than fcr publlo hcuslng);
N servloe and malntenanoe fees ln a retlrement vlllage cr hcstel;
N lcdglng (where a perscn pays fcr bcard and lcdglng and oannct ldentlfy the amcunt pald fcr
lcdglng, twcthlrds cf the amcunt pald wlll be aooepted as rent);
N fees pald fcr the use cf a slte fcr a oaravan cr cther aoocmmcdatlcn whloh the perscn
coouples as thelr prlnolpal hcme;
N fees pald tc mccr a vessel that the perscn coouples as thelr prlnolpal hcme.
lecple whc have a rental tenanoy agreement wlth, and pay rent dlreotly tc, a State cr Terrltcry
Hcuslng ^uthcrlty are nct ellglble fcr Rent ^sslstanoe. Hcwever, lf they are rentlng frcm a thlrd
party crganlsatlcn, suoh as a dlsablllty hcuslng prcvlder, they may be ellglble fcr Rent ^sslstanoe
even lf they make thelr rental payments dlreotly tc the Hcuslng ^uthcrlty. ln addltlcn, subtenants
ln publlo hcuslng oan get Rent ^sslstanoe prcvlded the prlnolpal tenant (cf the hcuslng authcrlty)
pays market rent cr has nctlfed the hcuslng authcrlty that the subtenant ls llvlng there.
Payment rates
Up tc date lnfcrmatlcn abcut payment rates and ellglblllty requlrements are avallable cn
Centrellnk`s webslte at www.centre|ink.gcv.au cr ycu oan ask tc be put cn the malllng llst (see
belcw) tc reoelve Centrellnk lnfcrmatlcn, a ocmprehenslve gulde tc Centrellnk payments and
servloes fcr ocmmunlty crganlsatlcns and the 0ulde tc Ccmmcnwealth 0cvernment layments
bccklet whloh shcws the latest payment rates.
Mcre lnfcrmatlcn abcut Centrellnk payments and cther servloes ls avallable frcm ycur lcoal
Custcmer Servloe Centre, oall 13 1021.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
128
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
129
Advance Payments
^dvanoe layments cf up tc 5500 are avallable tc lnocme suppcrt reolplents whc:
N have been cn payment fcr a ocntlnucus perlcd cf three mcnths;
N have nct had an advanoe ln the last 12 mcnths;
N are nct repaylng a prevlcus advanoe payment;
N dc nct cwe, cr are nct repaylng any cther debt tc the Ccmmcnwealth; and
N are able tc repay the advanoe wlthcut sufferlng fnanolal hardshlp.
uallfylng payments are ^BSTUDY; the ^ge lenslcn; ^ustudy; the Carer layment cr Dlsablllty
Suppcrt lenslcn; Newstart cr Ycuth ^llcwanoe; larentlng layment (Slngle); wldcw ^llcwanoe;
wldcw B lenslcn cr wlfe lenslcn.
^dvanoes are nct an addltlcnal payment, lt ls llke a lcan and has tc be repald tc Centrellnk. lt ls
advlsable tc lcck at the perscn`s regular lnocme and expenses when applylng fcr the lcan tc wcrk
cut hcw repayments wlll be made wlthcut sufferlng fnanolal hardshlp. Repayments are averaged
cut cver slx mcnths and autcmatloally deduoted fcrtnlghtly.
Fcr mcre lnfcrmatlcn telephcne Centrellnk and request pcstage cf an advanoe payment
applloatlcn fcrm, cr vlslt a Custcmer Servloe Centre.
Appeals procedures, privacy and Ireedom oI inIormation
Reviews and appeals
when a perscn ls unhappy abcut a deolslcn Centrellnk has made abcut thelr entltlements, there
are several steps they oan take:
1. They shculd frst dlsouss the matter wlth the perscn whc made the crlglnal deolslcn at thelr
Centrellnk Custcmer Servloe Centre, the 0rlglnal Deolslcn Maker.
2. lf they are stlll unhappy wlth the deolslcn, they oan request a revlew by an ^uthcrlsed Revlew
0ffoer at a Centrellnk Custcmer Servloe Centre.
3. Fcr mcst payments, a request fcr a revlew cf a deolslcn shculd be made wlthln 13 weeks cf
reoelvlng advloe cf the crlglnal deolslcn. Thls ls beoause lf the revlew ls deolded ln the
perscn`s favcur, arrears may cnly be pald lf the request ls lcdged wlthln thls 13 week perlcd.
Fcr Famlly Tax Beneft, Maternlty ^llcwanoe, Maternlty lmmunlsatlcn ^llcwanoe and Chlld Care
Beneft oustcmers, a request fcr a revlew cf a deolslcn shculd be made wlthln 52 weeks cf
the crlglnal deolslcn.
4. lf they are nct satlsfed wlth the deolslcn cf the ^uthcrlsed Revlew 0ffoer, they oan apply tc
the Scolal Seourlty ^ppeals Trlbunal (SS^T) fcr a revlew. lt ls lmpcrtant tc understand that the
SS^T oan lcck at a deolslcn cnly lf that deolslcn has been revlewed by an ^uthcrlsed Revlew
0ffoer.
lf a oustcmer reoelvlng ^BSTUDY cr ^sslstanoe fcr lsclated Chlldren ls nct satlsfed wlth the
deolslcn cf the ^uthcrlsed 0ffoer abcut an assessment, they oan apply tc the Mlnlster fcr
Lduoatlcn, Solenoe and Tralnlng fcr a revlew. The Mlnlster ls able tc lcck at an assessment
deolslcn cnly lf that deolslcn has been revlewed by a Centrellnk ^uthcrlsed 0ffoer frst.
Ncte: ^n ^uthcrlsed 0ffoer has a slmllar rcle tc an ^uthcrlsed Revlew 0ffoer. lf a oustcmer
reoelvlng ^BSTUDY cr ^sslstanoe fcr lsclated Chlldren ls nct satlsfed wlth Centrellnk`s revlew cf
a deolslcn abcut a debt, they oan apply tc the SS^T fcr a revlew.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
130
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
131
5. lf the oustcmer ls unhappy wlth the SS^T deolslcn, they oan seek a revlew cf the SS^T
deolslcn by applylng tc the ^dmlnlstratlve ^ppeals Trlbunal (^^T).
Freedom oI inIormation (F0I)
The Freedcm cf lnfcrmatlcn ^ot 1982 (F0l ^ot) glves any member cf the publlo a general rlght cf
aooess tc lnfcrmatlcn held by ^ustrallan 0cvernment agenoles.
Under Freedcm cf lnfcrmatlcn a perscn has a legal rlght tc:
N see dcouments Centrellnk hclds abcut them and get ocples cf thcse dcouments
N see mcst manuals, rules and guldellnes that Centrellnk uses tc make deolslcns abcut the
varlcus leglslatlcn lt admlnlsters.
Privacy
Centrellnk has a strcng prlvaoy oulture beoause lts emplcyees and prcoedures ocmblne tc
safeguard the perscnal lnfcrmatlcn held abcut oustcmers. The fcundatlcn cf Centrellnk`s prlvaoy
oulture ls lts legal cbllgatlcn tc ocmply wlth the lrlvaoy ^ot 1988 and the ocnfdentlallty prcvlslcns
cf the varlcus leglslatlcn Centrellnk admlnlsters. Centrellnk ls authcrlsed by the varlcus
leglslatlcn lt admlnlsters tc oclleot and use perscnal lnfcrmatlcn ln crder tc prcvlde payments and
servloes tc lts oustcmers.
The lrlvaoy ^ot ls ocnoerned wlth prcteotlng the prlvaoy cf perscnal lnfcrmatlcn, lnoludlng tax fle
numbers, oclleoted by all ^ustrallan 0cvernment agenoles.
lf a perscn belleves Centrellnk has been wrcng ln the way lt has oclleoted cr handled thelr
perscnal lnfcrmatlcn, they oan ocntaot the lrlvaoy/F0l 0ffoer ln a Centrellnk ^rea Suppcrt 0ffoe,
whc wlll lcck lntc the matter and dc whatever ls needed tc put thlngs rlght, lf the allegatlcns are
ocrreot.
lf the perscn ls dlssatlsfed wlth the lnvestlgatlcn, they oan ocmplaln tc the Federal lrlvaoy
Ccmmlsslcner whc ls lndependent cf Centrellnk.
0eductions Irom 0entrelink payments
0entrepay
Centrellnk has develcped a vcluntary and easy way fcr pecple tc pay scme cf thelr bllls and stay
ln ocntrcl cf thelr fnanoes. Centrepay ls a free dlreot blll paylng servloe cffered tc oustcmers
reoelvlng payments frcm Centrellnk. lnstead cf havlng large bllls every mcnth cr quarter, bllls are
pald ln manageable amcunts frcm the Centrellnk payment, maklng lt easler tc budget.
Centrellnk oustcmers oan use Centrepay tc pay fcr essentlal llvlng expenses suoh as:
N ^oocmmcdatlcn fcr publlo and prlvate hcuslng, hcstels, nurslng hcmes, ocmmunlty hcuslng,
lndlgencus hcuslng eto;
N Utllltles lnoludlng eleotrlolty, water and gas, lcoal ocunoll servloes (rates);
N Hcme Care lnoludlng mcdlfoatlcns tc hcmes tc asslst mcblllty, teohnloal alds eto;
N ^mbulanoe Servloes;
N Lduoatlcn lnoludlng sohccl and T^FL fees;
N Funeral Benefts Sohemes;
N Legal Fees.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
130
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
131
The crganlsatlcn tc whloh these payments oan be made must be reglstered wlth Centrellnk befcre
oustcmers oan start deduotlcns.
Centrepay applloatlcn fcrms are avallable frcm Custcmer Servloe Centres, Call Centres and
servloe prcvlder crganlsatlcns.
Rent 0eduction Scheme
lecple paylng rent tc a State cr Terrltcry Hcuslng ^uthcrlty oan ohccse tc have thelr rent
autcmatloally taken cut cf thelr Centrellnk payment and sent dlreotly tc the Hcuslng ^uthcrlty
under the Rent Deduotlcn Soheme, a servloe prcvlded by Centrellnk ln partnershlp wlth the State
and Terrltcry Hcuslng ^uthcrltles.
Thls servloe ls free cf oharge and pecple oan apply tc cr wlthdraw frcm the servloe at any tlme.
Fcrms tc jcln the Rent Deduotlcn Soheme are avallable frcm the lcoal Hcuslng ^uthcrlty.
0oncession cards
Scme pecple reoelvlng payments frcm Centrellnk may alsc be ellglble fcr a ocnoesslcn oard.
Centrellnk lssues three types cf ocnoesslcn and health oare oards whloh prcvlde a range cf
benefts tc oardhclders.
Fcr lcw lnocme earners, a Health Care Card helps wlth the ocst cf medlolnes and a llmlted
number cf ocnoesslcns. Health Care Cards are alsc avallable tc scme lcw lnocme earners nct
reoelvlng payments frcm Centrellnk.
Fcr lcw lnocme earners (reoelvlng seleoted payments), a lenslcner Ccnoesslcn Card helps wlth
the ocst cf medlolnes and a range cf ocnoesslcns.
Fcr pecple whc are cf ^ge lenslcn age but dc nct quallfy fcr the penslcn, there ls a
Ccmmcnwealth Senlcrs Health Card.
^ll three oards entltle the hclder tc reduoed ocst medlolnes under the lharmaoeutloal Benefts
Soheme (lBS). ^ Health Care Card and lenslcner Ccnoesslcn oard alsc entltles the hclder tc a
range cf addltlcnal subsldles lnoludlng health, transpcrt and eduoatlcnal ocnoesslcns. These
ocnoesslcns may vary frcm State tc State.
Health 0are 0ard and Pensioner 0oncession 0ard
These twc oards are lssued thrcugh Centrellnk and ocver:
N lresorlptlcn medlolnes thrcugh the lharmaoeutloal Benefts Soheme after 52 presorlptlcns,
all lharmaoeutloal Benefts Soheme medlolnes are free fcr the rest cf the year, and
N Scme State, Terrltcry and lcoal gcvernment servloes cr payments.
^sk Centrellnk fcr the brcohures Hea|th Care Card and Pensicner Ccncessicn Card fcr ycur State
cr Terrltcry cr lcck up the publloatlcn at www.centre|ink.gcv.au under 'publloatlcns`. Ycu oan alsc
gc tc the ^ustrallan 0cvernment websltes vla www.gcv.au.
0ommonwealth Seniors Health 0ard
Thls oard saves mcney cn presorlptlcn medlolnes thrcugh the lBS. ^fter 52 presorlptlcns, all lBS
medlolnes are free fcr the rest cf the year. Hclders may alsc be able tc get Telephcne ^llcwanoe.
Fcr mcre lnfcrmatlcn, ask Centrellnk fcr the Ccmmcnwealth Senlcrs Health Card brcohure cr lcck
up the publloatlcn cn the Centrellnk webslte at www.centre|ink.gcv.au under 'publloatlcns`.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
132
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
133
Help to return to work, education or training
Centrellnk cffers a range cf cptlcns tc help pecple fnd full tlme cr part tlme wcrk, ocmmunlty
wcrk cr aooess tc eduoatlcn cr tralnlng. These lnolude:
I,pe of sapport ow |t caa he|p
Adu|t V|grart lrg||s| lrograr A r|grart |arguage prograr to ass|st W|t| lrg||s| tu|t|or.
0areer 0ourse|||rg !ob see|ers W|o are |a|rg troub|e dec|d|rg or a career car get |e|p
t|roug| 0areer 0ourse|||rg.
0areer lrforrat|or 0ertres 0ffer usefu| |rforrat|or or tra|r|rg courses, ertr] to educat|ora| |rst|tut|ors,
careers ard erp|o]rert.
0orrur|t] 0ee|oprert
lrp|o]rert lrojects (00ll)
Rur b] lrd|gerous corrur|t] orgar|sat|ors to |e|p part|c|parts dee|op
t|e|r Wor| ard erp|o]rert s||||s. lor spec|a| broc|ures or 0orrur|t]
0ee|oprert lrp|o]rert lrojects, as| at ]our |oca| 0ertre||r| offce.
0orrur|t] wor| 0oord|rators lro|de Wor| e\per|erce opportur|t|es, |rc|ud|rg wor| for t|e 0o|e ard
0orrur|t] wor|, to |e|p ]ou |rproe ]our erp|o]rert prospects. \ou car
a|so get access to Ira|r|rg 0red|ts ard lassport to lrp|o]rert.
0orrur|t] wor| A||oWs peop|e to do corrur|t] Wor| W|t| ar approed o|urteer
orgar|sat|or ard g|e soret||rg bac| to t|e|r corrur|t].
0|sab|||t] lrp|o]rert Ser|ces lro|des spec|a||sed erp|o]rert |e|p for peop|e W|t| d|sab|||t|es.
lducat|or lrtr] la]rert 0re off pa]rert to |e|p W|t| t|e upfrort costs of start|rg stud], |||e bu]|rg
boo|s ard pa]|rg studert ur|or ard course fees.
lrp|o]rert lrtr] la]rert 0re off pa]rert W|er start|rg fu|| t|re erp|o]rert.
lrp|o]rert Se|f he|p 0ertre||r| |as a rarge of se|f |e|p fac|||t|es |r rost 0ustorer Ser|ce
0ertres, |rc|ud|rg corputers, p|otocop|ers, Austra||ar !obsearc| touc|
screers ard ot|er ser|ces to |e|p peop|e |oo| for Wor|.
0reer 0orps A o|urtar] tra|r|rg prograr for ]ourg peop|e, 7-2O ]ears, to Wor| or
projects W|t| ar er|rorrerta| focus.
!ob |etWor| 0ertre||r| car refer peop|e to a rat|ora| retWor| of erp|o]rert ser|ce
orgar|sat|ors t|at car |e|p t|er frd pa|d Wor|.
!ob l|acerert, lrp|o]rert ard
Ira|r|rg
0ffers ]ourg peop|e support ard ad|ce to frd a p|ace to ||e, Wor| out
frarces, sta] at sc|oo|, get a job or do tra|r|rg t|at su|ts t|er.
!obs, lducat|or ard Ira|r|rg (!lI)
lrograr
l|ore 3 6bO
he|ps e||g|b|e custorers, part|cu|ar|] parerts or carers, erter or re-erter
t|e Wor|force. I||s prograr ra] a|so ass|st W|t| c|||d care ard Irars|t|or
to wor| tra|r|rg furds. lor rore |rforrat|or see t|e '!obs, lducat|or ard
Ira|r|rg lrograr' broc|ure.
!ob lat|Wa] lrograr A|rs to |e|p ]ourg peop|e rarage t|e c|arge fror sc|oo| to Wor|.
larguage, l|terac] ard |urerac]
lrograr
lor e||g|b|e job see|ers W|o Wou|d |||e to |rproe t|e|r spea||rg, read|rg,
Wr|t|rg or bas|c rat|s s||||s, g||rg t|er a better c|arce of frd|rg Wor|
as| 0ertre||r| for a 'larguage, l|terac] ard |urerac] lrograr' fact s|eet
|at|ora| 0ffce of 0erseas S||||s
Recogr|t|or (|00SR)
A prograr to |e|p peop|e get t|e|r oerseas s||||s recogr|sed |r Austra||a.
|eW Apprert|ces||p Access
lrograr (|AAl)
he|ps e||g|b|e peop|e get t|e tra|r|rg ard support t|e] reed to get ar
apprert|ces||p.
|eW Apprert|ces||ps 0orb|re pract|ca| Wor| W|t| structured tra|r|rg to g|e peop|e a rat|ora||]
recogr|sed qua||fcat|or.
|eW lrterpr|se lrcert|e Sc|ere
(|llS)
A ser|ce for urerp|o]ed peop|e W|o Wart to start t|e|r oWr bus|ress.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
132
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
133
lassport to lrp|o]rert Ass|starce ard tra|r|rg to |e|p job see|ers prepare resures, job
app||cat|ors ard dee|op |rter|eW s||||s.
lers|orer lducat|or Supp|erert
(llS)
he|ps W|t| t|e cost of stud]as| for 0ertre||r|'s 'lducat|or la]rert Rates'
fact s|eet for arourts.
lersora| Ad|sers he|p e||g|b|e custorers to |dert|f] ard ta|e up opportur|t|es to frd pa|d
Wor| or becore |ro|ed |r t|e|r corrur|t]. lersora| Ad|sers W||| ta|e
|rto accourt part|cu|ar goa|s ard asp|rat|ors, e\|st|rg s||||s ard educat|or,
|ea|t| ard ot|er persora| c|rcurstarces, far||] s|tuat|or ard car|rg
respors|b|||t|es.
lersora| Support lrograr he|ps peop|e W|o |ae ru|t|p|e barr|ers t|at preert t|er fror |oo||rg for
Wor|suc| as |ore|essress, drug ard a|co|o| add|ct|or, rerta| |||ress or
dorest|c |o|erce.
Recorrect he|ps ]ourg peop|e 2-S ]ears (ard t|e|r far|||es) W|ere t|ere |s ar
|rr|rert r|s| of ear|] |ore |ea|rg or W|ere |ore |ea|rg |as recert|]
ta|er p|ace. Recorrect ser|ces a|so p|a] ar |rportart part |r |rcreas|rg
corrur|t] capac|t] for preert|or ard ear|] |rterert|or.
Se|f lrp|o]rert 0ee|oprert
ard 0ooperat|e lrterpr|se
0ee|oprert
A||oWs job see|ers to urderta|e rar|et researc| or dee|oprert of bus|ress
|deas t|at cou|d |ead to t|e estab||s|rert of a |ab|e bus|ress.
Spec|a| lrp|o]rert Adarce 0rce a persor frds a job, |e or s|e ra] be e||g|b|e for a Spec|a|
lrp|o]rert Adarce of up to $bOO to pa] for t||rgs s/|e r|g|t reed to
start |er/||s job. I||s rore] |as to be repa|d.
Ira|r|rg Accourts !ob |etWor| rerbers W||| be ab|e to access a Ira|r|rg Accourt to |e|p
rature age ard lrd|gerous job see|ers |r lrters|e Ass|starce, !ob Searc|
Ira|r|rg or lrd|gerous lrp|o]rert 0ertres ga|r Wor|-re|ated s||||s for t|e
|oca| job rar|et. lore rore |rforrat|or, see a !ob |etWor| rerber or
lrd|gerous lrp|o]rert 0ertre.
Ira|r|rg 0red|ts Ira|r|rg 0red|ts of up to $SOO ra] be aa||ab|e to job see|ers to |e|p coer
t|e cost of accred|ted tra|r|rg, deperd|rg or t|e rurber of |ours ]ou
part|c|pate |r wor| for t|e 0o|e or |r 0orrur|t] wor|.
Irars|t|or to wor| he|ps parerts, carers ard rature aged peop|e (bO ]ears ard oer) W|o |ae
beer out of t|e Wor|force for oer tWo ]ears get bac| |rto Wor|.
wor| for t|e 0o|e lro|des a W|de rarge of Wor| e\per|erce opportur|t|es |r act||t|es t|at are
a|ued b] |oca| corrur|t|es. lart|c|parts ra] a|so be ab|e to rece|e a wor|
for t|e 0o|e Supp|erert.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
134
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
135
Extra help Irom 0entrelink
Spec|a||st ofcer or serr|ce ow the, caa he|p
Abor|g|ra| ard Iorres Stra|t
ls|arder lrterpreter ser|ce
lor peop|e W|o Wart to ta|| |r t|e|r oWr Abor|g|ra| or Iorres Stra|t ls|arder
|arguage.
0ertre||r| Agerts 0ertre||r| |as dee|oped partrers||ps W|t| orgar|sat|ors |r rura| ard
rerote areas to de||er ser|ces to t|e |oca| corrur|t]. 0ertre||r| Access
lo|rts are se|f |e|p fac|||t|es W|ere peop|e car use a te|ep|ore to cortact
0ertre||r|, use a fa\ ard p|otocop|er ard p|c| up forrs ard broc|ures. As
We|| as t|ese ser|ces, 0ertre||r| Agerts pro|de a face to face ser|ce to
|e|p W|t| 0ertre||r| re|ated bus|ress. 0ertre||r| Agerts are rot 0ertre||r|
staff ard carrot ra|e ar] pa]rerts or dec|s|ors about pa]rerts.
0ertre||r| 0orrur|t] 0ffcers lro|de ser|ces outs|de t|e ra|rstrear offce sett|rg |r |ocat|ors W|ere
|ore|ess peop|e gat|er ard fee| rost corfortab|e. I|e] |e|p peop|e to
urderstard, c|a|r ard |eep |rcore support pa]rerts. I|e] a|so pro|de
referra|s to spec|a||st ser|ces ard progrars.
0ertre||r| 0|sab|||t] 0ffcers 0ertre||r| 0|sab|||t] 0ffcers car pro|de peop|e W|t| a d|sab|||t] W|o Wart to
get bac| |rto t|e Wor|force W|t| ass|starce ard |rforrat|or or erp|o]rert,
tra|r|rg ard re|ab|||tat|or courses.
l|rarc|a| lrforrat|or Ser|ce
0ffcers (llS)
l|ore 3 23OO to ra|e ar
appo|rtrert
I|e l|rarc|a| lrforrat|or Ser|ce |s ar educat|or ard e\pert |rforrat|or
ser|ce aa||ab|e to ar]ore. I|e l|rarc|a| lrforrat|or Ser|ce |e|ps peop|e
to ra|e |rforred dec|s|ors about |restrert ard frarc|a| |ssues for t|e|r
currert ard future reeds. l|rarc|a| lrforrat|or Ser|ce 0ffcers pro|de t||s
ser|ce b] p|ore, b] appo|rtrert ard t|roug| ser|rars.
lrd|gerous 0ustorer Ser|ce
0ffcers ard lrd|gerous Ser|ce
0ffcers
0ar |e|p peop|e access 0ertre||r| ser|ces ard ra|e sure t|e] get t|e|r
correct ert|t|ererts.
!obs, lducat|or ard Ira|r|rg (!lI)
Ad|sers
l|ore 3 6bO
0ar |e|p e||g|b|e custorers access t|e !lI lrograr. lor rore |rforrat|or
as| for 0ertre||r|'s '!obs, lducat|or ard Ira|r|rg lrograr' broc|ure.
Vu|t|cu|tura| Ser|ce 0ffcers 0orsu|t W|de|] W|t| |oca| r|grart ard refugee corrur|t|es or goerrrert
progrars ard |e|p 0ertre||r| |rproe |ts ser|ces.
Vu|t|cu|tura| Ser|ces
lor |rforrat|or |r |arguages
ot|er t|ar lrg||s|
l|ore 3 2O2
0ertre||r| Vu|t|||rgua| 0a|| car |e|p peop|e W|o reed |rforrat|or |r t|e|r
oWr |arguage. 0ertre||r| car pro|de free |rterpreter ser|ces for |rter|eWs
ard free trars|at|or of docurerts re|at|rg to 0ertre||r| bus|ress.
larert l|a|sor Ser|ce I||s ser|ce pro|des |rforrat|or ard support to t|e parerts of ]ourg peop|e
W|o are t||r||rg about |ea|rg |ore or W|o |ae |eft |ore.
ls]c|o|og] Ser|ces 0ar |e|p W|ere persora| d|ffcu|t|es are |rterfer|rg W|t| a persor's ab|||t]
to frd Wor|. I|e] ra] a|so recorrerd |e|p t|roug| ot|er goerrrert
agerc|es ard progrars suc| as t|e lersora| Support lrograr.
Soc|a| wor|ers 0ar offer persora| course|||rg ard support |r d|ffcu|t t|res, suc| as W|er
peop|e are e\per|erc|rg a rajor c|arge |r t|e|r c|rcurstarces or a far||]
cr|s|s or brea|doWr. I||s ra] |rc|ude dorest|c ard far||] |o|erce, seere
frarc|a| |ards||p, or eer |ore|essress, or |t cou|d be t|e e\per|erce of
a |oss ard bereaerert. Soc|a| wor|ers car a|so refer peop|e to t|e ot|er
ser|ces ard progrars |r t|e |oca| corrur|t] t|at ra] |e|p, |||e |ous|rg,
|ea|t|, erergerc] re||ef, |ega| ard/or course|||rg ser|ces ard ar|ous
support groups.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
134
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
135
0entrelink's contacts and mailing list system
Tc get cn the Centrellnk Malllng Llst System ocntaot ycur lcoal Custcmer Servloe Centre cr oall
the Ccmmunloatlcn, Medla and Marketlng Team ln Natlcnal cffoe cn (02) 6284 6361.
Fcr lnfcrmatlcn ln languages cther than Lngllsh, oall Centrellnk cn 13 1202.
1alking direct to a 0ustomer Service 0entre
lf ycu want tc talk dlreot tc Centrellnk cn behalf cf a ollent, ycu oan get a llst cf ocntaot names
and numbers frcm:
Chrls Redmcnd
Buslness Manager, Ccmmunlty Seotcr Relatlcnshlps
Telephcne: (02) 6212 0240
Lmall: ohrls.redmcndoentrellnk.gcv.au
0entrelink publications
The fcllcwlng publloatlcns may be partloularly useful fcr ycur agenoy:
N '/re ycu a parent cr guardian?' Bcck|et a gulde tc ycur payment and servloe cptlcns lf ycu
are a parent cr guardlan.
N 'Have ycu recent|y separated cr divcrced?' Bcck|et a gulde tc ycur payment and servloe
cptlcns lf ycu are separated cr dlvcroed.
N '/re ycu |ccking fcr wcrk?' Bcck|et a gulde tc ycur payment and servloe cptlcns lf ycu are
lccklng fcr wcrk.
N '/re ycu p|anning tc study cr undertake training (cr current|y studying cr training)?' Bcck|et
a gulde tc ycur payment and servloe cptlcns lf ycu are studylng cr tralnlng.
N '/re ycu se|f-emp|cyed cr a farmer?' Bcck|et a gulde tc ycur payment and servloe cptlcns lf
ycu are selfemplcyed cr a farmer.
N '/re ycu in a crisis cr needing specia| he|p?' Bcck|et a gulde tc ycur payment and servloe
cptlcns lf ycu are ln a orlsls cr need speolal help.
N 'Have ycu recent|y mcved tc /ustra|ia tc sett|e?' Bcck|et a gulde tc ycur payment and
servloe cptlcns lf ycu have mcved tc ^ustralla tc settle.
N '/re ycu scmecne whc is i||, injured cr has a disabi|ity?' Bcck|et a gulde tc ycur payment
and servloe cptlcns lf ycu are lll, lnjured cr have a dlsablllty.
N '/re ycu caring fcr scmecne whc is frai| aged, i|| cr has a disabi|ity?' Bcck|et a gulde tc ycur
payment and servloe cptlcns lf ycu are a oarer.
N '/re ycu needing he|p after scmecne has died?' Bcck|et a gulde tc ycur payment and
servloe cptlcns lf ycu need help after scmecne has dled.
N '/re ycu p|anning tc cr needing he|p in retirement?' Bcck|et a gulde tc ycur payment and
servloe cptlcns lf ycu plan tc cr need help ln retlrement.
N Jcbs Fducaticn and Training Prcgram Brcchure detalled lnfcrmatlcn cn the 1LT prcgram.
N /ustra|ia's |nternaticna| Sccia| Security /greements Fact sheets cn agreements wlth
lndlvldual ocuntrles fcr scolal seourlty ocverage.
N Centre|ink Ccmmunity Service Fegister Fact sheet prcvldes lnfcrmatlcn cn the ocmmunlty
servloe reglster llnklng oustcmers, the ocmmunlty and Centrellnk.
N Finding the Fight Directicn Career Ccunse||ing Fact sheet lnfcrmatlcn cn oareer
ocunselllng fcr ycung jcb seekers.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
136
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
137
N Financia| |nfcrmaticn Service Fact sheets serles cf faot sheets ocntalnlng lnfcrmatlcn abcut
speolfo fnanolal matters.
N He|p fcr Pecp|e Fxperiencing Dcmestic cr Fami|y Vic|ence Fact sheet prcvldes lnfcrmatlcn
cn Centrellnk`s servloes fcr thcse experlenolng dcmestlo vlclenoe.
N |nfcrmaticn fcr Part-time cr Casua| Wcrkers Fact sheet lnfcrmatlcn cn hcw part tlme and
oasual wcrk oan affeot ycur Centrellnk payments.
N Sccia| Wcrkers Fact sheet prcvldes lnfcrmatlcn abcut whc oan use scolal wcrker servloes
and hcw they oan help pecple.
N Ccmmunity Update prcvldes lnfcrmatlcn fcr ocmmunlty grcups.
N Disabi|ity and Carer Ccnnecticns Magazine fcr thcse wlth dlsabllltles and thelr oarers.
N Fmp|cyment Update Magazine fcr thcse lccklng fcr wcrk.
N Fura| News Magazine magazlne fcr thcse llvlng ln rural ^ustralla.
N Sccpe Magazine prcvldes lnfcrmatlcn cn the many and varled buslness aotlvltles that
Centrellnk undertakes.
N De|ivering Mu|ticu|tura| Services Bcck|et hcw Centrellnk alms tc meet the needs cf cur
oustcmers frcm C^LD.
N Cuide Tc Ccmmcnwea|th Ccvernment Payments Bcck|et Centrellnk payment rates bccklet.
N |nvesting in /bi|ity Bcck prcvldes lnfcrmatlcn abcut the lmpaot cf lmpalrment cn pecple`s
llves, partloularly as lt relates tc wcrk.
N Centre|ink Ccrpcrate Pub|icaticns publloatlcns ocntalnlng lnfcrmatlcn abcut Centrellnk.
1elstra Bill Assistance Program
Telstra ls ocmmltted tc ensurlng that all ^ustrallans have reascnable aooess tc a telephcne
servloe. Thrcugh lts '^ooess fcr Lverycne` ocmmltment, Telstra prcvldes a range cf resldentlal
prcduots and servloes that alm tc enhanoe affcrdablllty and asslst resldentlal oustcmers ln
malntalnlng thelr telephcne servloe, partloularly when fnanolal dlffoultles arlse. ln partloular,
thrcugh varlcus ocmmunlty welfare agenoles, the Telstra Blll ^sslstanoe lrcgram (TB^l) oan
asslst speolfo hcusehclders tc malntaln aooess tc a telephcne servloe when dlffoultles arlse.
what |s the Ie|stra 8||| Ass|staace Program (I8AP}?
Under the TB^l, oustcmers whc are experlenolng a fnanolal orlsls and are unable tc pay thelr Telstra
hcme telephcne blll oan aooess ocmmunlty welfare agenoles fcr advloe and assessment cf thelr
olroumstanoes. lartlolpatlng agenoles have the dlsoretlcn tc lssue cne cr mcre 525 TB^l Certlfoates
that wlll be applled as a blll adjustment agalnst the ollent`s Telstra fxed hcme phcne aoocunt.
who caa app|, for I8AP ass|staace?
The lessee cf a Telstra fxed hcme telephcne servloe may apply fcr TB^l asslstanoe fcr use as a
blll adjustment agalnst ourrent and cutstandlng Telstra fxed hcme phcne bllls. ln sltuatlcns
where the lessee ls nct able tc make the applloatlcn, thelr authcrlsed representatlve may apply
cn thelr behalf. ^pplloants resldlng cutslde ^ustralla are lnellglble.
TB^l Certlfoates are nct transferable; they must be used cnly agalnst the oustcmer`s Telstra
fxed hcme phcne aoocunt, and cnly ln favcur cf the oustcmer tc whcm they were lssued. TB^l
Certlfoates may alsc be applled agalnst:
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
136
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
137
N a Telstra BuslnessLlne servloe, where lt ls the prlmary hcme servloe used by a farmlng
famlly; cr
N a Telstra hcme phcne servloe llsted under a farmlng buslness name;
tc the extent that the blll relates tc the hcme phcne use cf farmlng famllles. lt ls nct lntended
that TB^l Certlfoates be lssued tc ocver the buslness use cf the phcne servloe.
TB^l Certlfoates oannct be used agalnst any cther buslness servloe cr a mcblle phcne servloe.
ow are app||cat|oas assessed?
The TB^l agenoy wlll assess the oustcmer as genulnely experlenolng fnanolal orlsls and havlng
dlffoulty paylng thelr Telstra hcme telephcne blll. ^pplloants wculd be assessed ln the same way
thelr needs are assessed fcr cther asslstanoe, suoh as emergenoy rellef/oash, fccd and olcthes,
and rellef frcm cther utlllty bllls. Telstra respeots the lndependenoe cf the agenoy`s assessment.
The deolslcn by the agenoy tc lssue cr nct lssue a Certlfoate tc an applloant ls fnal.
what ahoat d|scoaaected serr|ces aad deht co||ect|oa?
TB^l Certlfoates oannct be lssued agalnst letters cf demand cr cther dcouments frcm
meroantlle agents cr debt oclleotlcn ocmpanles and must nct be sent tc debt oclleotlcn agents.
Debt oclleotlcn agents wlll nct aooept Certlfoates. where dlsocnneotlcn has taken plaoe, cr ls
lmmlnent, the agenoy shculd advlse the oustcmer tc rlng Telstra Credlt Management Servloes cn
1800 816 025 tc determlne lf TB^l Certlfoates oan be applled ln crder tc reocnneot the servloe.
where caa I8AP cert|cates he ohta|aed?
The Smlth Famlly, The Salvatlcn ^rmy, ^nglloare and St vlnoent de laul Scolety are the majcr
dlstrlbutlng agenoles fcr TB^l. Cllents oan be referred tc thelr lcoal cutlets ln the frst lnstanoe.
ln addltlcn there are apprcxlmately 200 cther smaller ocmmunlty agenoles aorcss ^ustralla that
dlstrlbute TB^l oertlfoates. llease oheok ycur lcoal emergenoy rellef netwcrk fcr these ocntaots,
cr see belcw regardlng ocntaots.
Lcoal ocntaots/nctes




0aa m, ageac, d|str|hate I8AP 0ert|cates?
There may be an cppcrtunlty fcr cther ocmmunlty welfare agenoles tc jcln the prcgram as Sub
^genoles where they: wlll extend aooesslblllty tc speolfo gecgraphlo/ reglcnal/ scolc
demcgraphlo/ oultural seotcrs cf the ocmmunlty; are part cf the Ccmmcnwealth Lmergenoy Rellef
lrcgram and/ cr are famlllar wlth emergenoy rellef prcvlslcn; and are an lnocrpcrated nctfcrprcft
bcdy.
Tc lnqulre abcut hcw ycur agenoy mlght beocme part cf the prcgram please oall the relevant lead
dlstrlbutlng agenoy as set cut belcw.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
138
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
139
State, Ierr|tor, lead ageac, aad coatact deta||s
l0 Sa|at|or Arr], Vajor !ud] Kr|g|t, 342 upper Rora St "2)3"!.% l0 4OOO. Ie|: O7 3222
6666
|Sw Sr|t| lar||], Vs 0r|st|ra l|ca, 6 lar||r St, #!-0%2$/7. |Sw 4bO. Ie|: O2 9bbO 74b
A0I Sr|t| lar||], Vs 0r|st|ra l|ca, 6 lar||r St, #!-0%2$/7. |Sw 4bO. Ie|: O2 9bbO 74b
vl0 v|ctor|ar Re||ef, Vs Ver|]r lerr|s, 34 !effcott St 7%34-%,"/52.% vl0 3OO3. Ie|: O3 9329
bb99
IAS Sa|at|or Arr], Vs Rorda Vclrt]re, 27 l|r|e St .%74/7. IAS 7OOS. Ie|: O3 627S 7S4
SA Arg||care, Vr S|ror Sc|rape|, S K|rg w||||ar Rd, ./24(!$%,!)$% SA bOO6. Ie|: OS S3Ob
92OO
wA Arg||care, Vs Ir|c|a lee, 23 Ade|a|de Ice, %!340%24( wA 6OO4. Ie|: OS 932b 7O33
|I Sa|at|or Arr], Vajor Ke||r Verrett, 49 V|tc|e|| St, $!27). |I OSOO. Ie|: OS S9S SSS
where caa I ad oat more ahoat I8AP?
Fcr further lnfcrmatlcn abcut TB^l cr Telstra`s ^ooess fcr Lverycne paokage please ocnsult the
bccklet ^ooess fcr Lverycne Ycur ^ tc Z 0ulde cr www.te|stra.ccm.au/accessfcr everycne cr
phcne Telstra Ccnsumer ^ffalrs cn 1800 804 591.
0ther 0overnment programs
Partnerships Against 0omestic Violence (PA0V)
^ 0cvernment lnltlatlve, wcrklng wlth the States and Terrltcrles and the ocmmunlty tc prevent
dcmestlo vlclenoe. lartnershlps ocnduots a wlde range cf lnncvatlve prcjeots aorcss ^ustralla tc
stlmulate new aotlvltles and enhanoe exlstlng wcrk. FaCS has respcnslblllty fcr the lnltlatlve, wlth
the Seoretarlat lcoated ln the 0ffoe cf the Status cf wcmen. Fcr mcre lnfcrmatlcn gc tc
www.padv.dpmc.gcv.au/
1he 1ob Placement, Employment and 1raining Program (1PE1)
^lmed at asslstlng students and unemplcyed ycung pecple aged 1521 years, whc are hcmeless
cr at rlsk cf beocmlng hcmeless. The cbjeotlve cf 1lLT ls tc asslst ycung pecple whc are
hcmeless cr at rlsk cf hcmelessness, cr faolng slmllar severe prcblems.
Fcr ycur nearest Reocnneot servloe oall FaCS cn 1300 653 227 (ocst cf a lcoal oall anywhere ln
^ustralla), cr vlslt the webslte at www.facs.gcv.au
Youth Portal
^ web based rescuroe tc fnd ^ustrallan 0cvernment prcgrams and servloes fcr ycung pecple.
Ycu oan fnd the latest researoh and publloatlcns abcut ycung pecple and oheok cut ^ustrallan
and lnternatlcnal ycuth events. www.ycuth.gcv.au
SAAP
Thls prcgram prcvldes a range cf suppcrted aoocmmcdatlcn and related suppcrt servloes tc
asslst pecple whc are elther permanently cr tempcrarlly hcmeless, as a result cf orlsls, tc mcve
tcwards lndependent llvlng. See ycur State/Terrltcry Rescuroe lnfcrmatlcn seotlcn fcr lcoal
ocntaot detalls.
A
u
s
t
r
a
|
|
a
r

0
o
u
r
c
|
|

o
f

S
o
c
|
a
|

S
e
r

|
c
e
:

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

h
a
r
d
b
o
o
|


-

A

0
u
|
d
e

f
o
r

l
r
e
r
g
e
r
c
]

R
e
|
|
e
f

w
o
r
|
e
r
s

(
3
r
d

l
d
|
t
|
o
r
)
138
P
a
r
t

4
:

R
e
s
c
u
r
o
e

l
n
f
c
r
m
a
t
l
c
n
139
ReIerences
^C0SS (1997) Pecp|e in fnancia| crisis 111. Naticna| FF data cc||ecticn prcject third annua|
repcrt. ^C0SS laper 101, February 1999.
^C0SS (2003) Bare Necessities: Pcverty and deprivaticn in /ustra|ia tcday /COSS submissicn
tc the Federa| Senate's |nquiry intc Pcverty, ^C0SS laper 127, ^prll 2003.
lmpaot uarterly jcurnal cf the ^ustrallan Ccunoll cf Scolal Servloe ^vallable fcrm ^C0SS
(emall accss@accss.crg.au)
Maok, 1. and Lansley, S. (1985) Pccr Britain 0ecrge ^llen and Unwln, Lcndcn
The Natlcnal Rcundtable cf Ncnprcft 0rganlsatlcns (2003) The Ncnprcft Sectcr in /ustra|ia: /
Fact Sheet avallable frcm ^C0SS (emall accss@accss.crg.au)
Sen, ^. (1983) 'lccr, relatlvely speaklng` ln Oxfcrd Fccncmic Papers vcl 35, nc. 1 pp 153169
Tcwnsend, l. (1979) Pcverty in the United Kingdcm: a survey cf hcusehc|d rescurces and
standards cf |iving lenguln Bccks, Harmswcrth.